AccountId: 011433970860
ContactId: aadbf507-45c5-47da-905c-89753e665b08
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1121599 ms
Total Talk Time (AGENT): 291133 ms
Total Talk Time (CUSTOMER): 514046 ms
Interruptions: 3
Overall Sentiment: AGENT=0.7, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/21/aadbf507-45c5-47da-905c-89753e665b08_20250221T21:35_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, um, I have an explanation of benefits from you guys, and, um, I was requesting more information, um, from the provider, um, and I just wanted to still need to pull up my account first to see what I'm talking about.
[AGENT][NEUTRAL] Um, sure. May I have your name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, [PII], may I have a good contact number in case we're disconnected and then your policy number?
[CUSTOMER][NEUTRAL] OK, my phone number is [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And then just your policy number.
[CUSTOMER][NEUTRAL] 02396205
[AGENT][POSITIVE] Thank you. Hold on one moment.
[AGENT][NEUTRAL] I have you here and I just need you to verify your date of birth, your mailing and email address on file.
[CUSTOMER][NEUTRAL] OK, so my date of birth is [PII], but then the claimant, which is my husband is [PII].
[CUSTOMER][NEUTRAL] And then what was the other thing you needed?
[AGENT][NEUTRAL] Um, your mailing address and email address.
[CUSTOMER][NEUTRAL] Mailing is [PII].
[CUSTOMER][NEUTRAL] And then email is [PII].
[AGENT][NEUTRAL] Thank you for that. Now, we might have an old address. This is in [PII].
[CUSTOMER][NEUTRAL] Yeah, that was our old address.
[AGENT][NEUTRAL] OK, hold on one moment. And then you said the claim is for your husband?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, let me go to him.
[AGENT][NEUTRAL] Here it is.
[AGENT][NEUTRAL] OK, and all the information provided is a verification of benefits, not a guarantee of payment. OK, so I see the denial reason um we're unable to use balance forwards, please submit an itemized bill for consideration.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm. So there's a lot and like.
[AGENT][NEUTRAL] Let me pull up the document.
[CUSTOMER][NEUTRAL] So there's one.
[CUSTOMER][NEUTRAL] Well, there's a bunch, but um from one of my, my husband was in the hospital, um, and it said they got the explanation benefits and it said that they needed um information from the provider, which was like the itemized statements with charges, diagnosis codes and all that, um.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And when I contacted them they said that everything had already been sent to you guys.
[CUSTOMER][NEGATIVE] Um, but you're saying you didn't get it, so and then it's been put in collections now and it's like hurting our credit. So when I called, um, the collections company, they said to get you on the phone and then call them together they gave me a number to call direct so that they can.
[AGENT][NEUTRAL] Oh, good. I was gonna ask that if there was a way we can call them.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so that would be great. So I have the number right here if you wanna, if you're able to three way it.
[AGENT][NEUTRAL] OK, hold on, let me look at the documents first to see what was sent in so I can see what the differences of what we have and what we need.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I got it. So these, OK, I got it. Um, so did you want to call them or you want to give me the number and I'll call them?
[CUSTOMER][NEUTRAL] Can I give you the number just because I'm not sure I know how to do it.
[AGENT][NEUTRAL] Sure, yeah, that's fine.
[CUSTOMER][NEUTRAL] OK, alright, so it's [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and who is this for?
[CUSTOMER][NEUTRAL] Um, so this is for, it was, um, it's under.
[CUSTOMER][NEUTRAL] Lead the lead professional, so like all the stuff that's under, yeah, so they, that was under what it was originally, um, so Gulf Coast Medical.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] It ended up going it was from the Lee Hospital that ended up going into collection, so the collection company is like Gulf Coast um collection, yeah.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so hold on one moment. I'm gonna call them on the other line, OK?
[CUSTOMER][NEUTRAL] I guess we have to deal with them now.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hello, [PII].
[CUSTOMER][NEUTRAL] Hi.
[AGENT][NEUTRAL] OK, I just wanna make sure you're still here.
[CUSTOMER][NEUTRAL] Did you want me to. You've reached the insurance division for Gulf Coast Collection Bureau. All agents are currently on the other line assisting other callers.
[AGENT][NEUTRAL] Oh, you know what, I don't want to talk to the collections. Let me call, I wanna call, well,
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] So, I
[AGENT][NEUTRAL] Collections really
[AGENT][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] They're handling like it for the provider um so they they they need I guess information sent to them.
[CUSTOMER][NEUTRAL] That's what they told me.
[AGENT][NEUTRAL] Right, but the thing is, the collection agency isn't going to have the document. We're, we're, so basically, this is your patient bill. What we're asking for is the hospital's version of the bill. So like your, your bill, it
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] It shows some coding.
[AGENT][NEUTRAL] But we need like the diagnosis code, the procedure code, all the charges. We basically need the bill that they generated your bill from, but the collection agency wouldn't have that. They just have your file, so I need to speak to the
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] To the hospital.
[CUSTOMER][NEUTRAL] They said that they would have everything they because I told them I read them the explanation of benefits exactly what you needed, and they, they said, they said that they'd sent it but they said to call to do this and call and that they would, you know, on the phone that they would get you everything you needed so I, I don't know, so we maybe just try.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, let me try to call them again.
[CUSTOMER][NEUTRAL] OK alright
[AGENT][NEUTRAL] Alright, hold on one moment.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] You've reached the insurance division for Gulf Coast Collection Bureau. All agents are currently on the other line assisting other callers. Your call is important to us. Please be sure to leave the patient account number, patient name, date of service, the provider you're calling in regards to, and a good. Please hold while I try that extension one moment please.
[CUSTOMER][NEUTRAL] You've reached the insurance division for Gulf Coast Collection Bureau. All agents are currently on the other line assisting other callers. Your call is important to us.
[CUSTOMER][NEUTRAL] Still there?
[AGENT][NEUTRAL] Hello, [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Hey, do you know if they close early on Fridays or anything, maybe?
[CUSTOMER][NEUTRAL] Um, when I talked to them, it was actually the day before they know they closed at [PII]. They shouldn't be closed yet. I know when I called last time I was on hold for like a couple of minutes before they picked up.
[AGENT][NEUTRAL] OK. Well, I don't mind. I can try to give a call back again. I, um, I just keep getting that voicemail, so I'll give them another call. I'll I'll try to give them a call. Hold on one second, OK.
[CUSTOMER][NEUTRAL] We
[CUSTOMER][NEUTRAL] Yeah, maybe we just if we wait a couple minutes, yeah, then, then like the last time I called, I did have to wait a couple of minutes before they picked up.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, you want me to call them back? You're welcome.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Yeah, let's try it just in case they do close at [PII] maybe we can try to get him on the phone before then.
[AGENT][NEUTRAL] OK, hold on one moment. You're welcome.
[CUSTOMER][POSITIVE] Thank you. OK.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] You've reached the insurance division for Gulf Coast Collection Bureau. All agents are currently on the other line assisting other callers. Your call is in.
[AGENT][NEUTRAL] Let me see if I can find a number, another number for them. What is Global, what's the name of it? Global Coastal.
[CUSTOMER][NEUTRAL] Um, yeah, this is the one that they gave me direct, um, that they said took when I got you on the phone to call that number specifically, but, um, it is.
[CUSTOMER][NEUTRAL] Gulf Coast Collection bureau.
[AGENT][POSITIVE] Oh goodness, I put it all together, golf course collection.
[CUSTOMER][NEUTRAL] Election there's like a a general 866 number but um when I talked to them they gave me this direct line.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, let me see if I, is the [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, let me see if I can get them and see if they can get me to the line we've been calling. Maybe they can transfer me to somebody.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK. Sounds good.
[AGENT][NEUTRAL] Alright, hold on one second.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Thank you for calling Gulf Coast Collection Bureau. Please be advised all calls are recorded and monitored by a continua espanol or primados. After this call, you can stay on the line to participate in a brief survey about your experience.
[CUSTOMER][NEUTRAL] Your call is very important to us. Please remain on the line for the next available representative or press one if you would like for us to call you back.
[CUSTOMER][POSITIVE] An agent will be with you shortly.
[AGENT][NEUTRAL] Hello.
[CUSTOMER][POSITIVE] Hello, thank you for calling this is. How can I help you?
[AGENT][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from American Public Life. Um, we have a mutual patient.
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] For your insurance or attorney office?
[AGENT][NEUTRAL] Insurance.
[CUSTOMER][NEUTRAL] One second, I'll transfer to the insurance department.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Now I'll probably have to hold.
[CUSTOMER][NEUTRAL] You've reached the insurance division for Gulf Coast Collection Bureau. All agents are currently on the other line assisting other callers. Let's see if it is important to us, please be sure to leave the patient.
[AGENT][NEUTRAL] Oh Lord.
[AGENT][NEUTRAL] Say that one more time.
[CUSTOMER][NEUTRAL] I said maybe we could just wait like 2 minutes to see if somebody picks up because I think this is just the main line that we we need to talk to somebody on they might be talking to someone else and maybe there's a wait.
[CUSTOMER][NEUTRAL] Are we on hold?
[AGENT][POSITIVE] I'm so sorry, my phone was on mute. I had just had a whole conversation with myself. I'm sorry.
[AGENT][NEUTRAL] Um, so I was saying I let it play through, but it was just asking me to like leave a voicemail, um, one of the times that I called, but I can, um,
[CUSTOMER][NEUTRAL] It's OK.
[CUSTOMER][NEUTRAL] Oh it was OK.
[AGENT][NEGATIVE] Either I can call that [PII] number and tell them that I can't get to anybody and see if they could do something.
[AGENT][NEUTRAL] Because college, you want me to do that? OK.
[CUSTOMER][NEUTRAL] OK, we could try that.
[CUSTOMER][NEUTRAL] Yeah, sure.
[AGENT][NEUTRAL] Alright, hold on one second.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK, now.
[CUSTOMER][NEUTRAL] Thank you for calling Gulf Coast Collection Bureau. Please be advised all calls are recorded and monitored continua espanol or primados. After this call, you can stay on the line to participate in a brief survey about your experience.
[CUSTOMER][NEUTRAL] Your call is very important to us. Please remain on the line for the next available representative or press one if you would like for us to call you back.
[CUSTOMER][POSITIVE] An agent will be with you shortly.
[CUSTOMER][POSITIVE] Thank you for holding this is [PII]. How can I help you?
[AGENT][NEUTRAL] Hey [PII], this is [PII]. You just transferred me to the insurance line. I've been trying that line directly and I can't get anyone. Are they closed?
[CUSTOMER][NEUTRAL] I'm not sure.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] They're uh in a different office.
[AGENT][POSITIVE] Oh, OK. Um, well, I will, I guess continue to try to give them a call directly. Thank you.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] Bye.
[AGENT][POSITIVE] Well, goodness.
[AGENT][NEUTRAL] Hello [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] I called back and got [PII] again. He said that they're in a different office, so he doesn't know if they're closed or why they're not answering.
[CUSTOMER][NEUTRAL] You've reached the insurance division for Gulf Coast Collection Bureau. All agents are currently on the other line assisting other callers. Your call is important to us. Please be sure to leave the patient account number, patient name, date of service, the provider you're calling in regards to, and a good phone number to return the phone call.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Will return the phone call within 24 to 48 hours. Thank you. OK, so they do please leave your message after the tone. When done, hang up or press the pound you.
[CUSTOMER][NEUTRAL] You wanna go ahead and leave a message?
[AGENT][NEGATIVE] Um, you can, uh, there's no way for them to call me back.
[CUSTOMER][NEUTRAL] OK, this is [PII], and I'm calling to try to get um a bill paid and I have the insurance company on the line. Um, if you can please give me a call back and we can conference them in at [PII]. Thank you.
[CUSTOMER][NEUTRAL] Just hang up and then
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] OK, so when they call you back, I am the only [PII] here, so it won't be hard to get back to me. Um.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, if they do call me back today, if not, I was gonna say maybe we could try like Monday morning at like [PII] or something.
[AGENT][NEUTRAL] Yes, I'm here from [PII] Central time [PII] Central time. Um, so whenever I like I said, I'm the only anyone will be able to assist you. I am the only [PII] here and so.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um, I can definitely explain to them what's, what's needed.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, wait, so, um, is it almost [PII] there by you or is almost [PII], almost [PII]?
[AGENT][NEUTRAL] Um, where I am is almost [PII].
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] OK, it's almost [PII] here. OK, so I'm an hour ahead of you, um, OK, so when it's.
[CUSTOMER][NEUTRAL] I'm just thinking like if I can call Monday morning I would have to be.
[AGENT][NEUTRAL] Oh, whenever you get ready.
[CUSTOMER][NEUTRAL] Yeah, OK, um, it's just tough for me because I work so it's like I be in the morning it would be, yeah, [PII] would be [PII] your time and I'm already heading to work and when I come home it's like, you know what I mean, it's close to [PII] here so if I can't do it Monday morning I'll try to do it like when I get home from work on Monday if they don't call me back today. I'm just trying to get this taken care of because now it's in collections and it's hurting our credit so.
[AGENT][NEUTRAL] Oh, in between.
[AGENT][NEUTRAL] Yes, OK.
[CUSTOMER][MIXED] It's just frustrating because I'm like I'm in the middle between you guys and they said they sent you what you need and you said you didn't get it and it's like OK so um OK well if they call me back I'll try calling you back today if not we'll try again on Monday. OK, thanks for your help, [PII]. OK. All right, take care.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK. Yes, ma'am. You're welcome. Was there anything else I can help you with?
[CUSTOMER][NEUTRAL] That's it for now.
[AGENT][POSITIVE] Alright, well have a great weekend and thanks for calling APL.
[CUSTOMER][POSITIVE] Bye. Thanks. You too. OK bye bye.
[AGENT][NEUTRAL] Bye-bye.