AccountId: 011433970860
ContactId: ab8f3c80-b174-4c2f-a0b7-4fcc3fee6d8f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 265809 ms
Total Talk Time (AGENT): 36291 ms
Total Talk Time (CUSTOMER): 98044 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/19/ab8f3c80-b174-4c2f-a0b7-4fcc3fee6d8f_20250619T15:17_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APO. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] from the APL care team.
[CUSTOMER][NEUTRAL] I have a provider on the line uh for Nicholas Children's Hospital for policy number 2474464 uh part two [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I have the claim number as well uh whenever you're ready.
[AGENT][NEUTRAL] OK, what's the claim number?
[CUSTOMER][NEUTRAL] 361-053-5
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And she was wondering if you could help uh help her understand why.
[CUSTOMER][NEUTRAL] It, it, the claim remarks says that the EOB doesn't match the the medical claim, and she's stating that it is. I'm unable to read it. um, can I transfer her over to you?
[AGENT][NEUTRAL] Oh yeah, sure.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Give me one moment and I'll introduce you.
[CUSTOMER][POSITIVE] Alright [PII], I have [PII] from claim support on the line. She's gonna be able to help you with that. OK, thank you.
[AGENT][POSITIVE] Good morning. Thank you for calling APO. This is [PII]. How are you?
[CUSTOMER][NEUTRAL] hello?
[CUSTOMER][NEUTRAL] Hi [PII], good um, good morning. This is [PII] calling from Nicholas Children's Hospital.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, I was calling in regards to a claim. Um, [PII] was telling me that the EOB did not, was not appropriate, or, but I'm looking at the documentation that we sent and it it the EOB that we sent actually says that it was a patient responsibility of 5,21902 and and the last page indicates that it was the for deductible and co-insurance.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, can you give me just a second to uh pull up the rest of this information and look at it. One second, thank you.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] 213126.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, we will go ahead and.
[AGENT][POSITIVE] We'll go ahead and get this reprocessed for you.
[CUSTOMER][NEUTRAL] OK. Could I get a reference number for this call, [PII]?
[AGENT][NEUTRAL] Um, we don't do reference numbers, but you can use my name. It's [PII]
[CUSTOMER][POSITIVE] Perfect.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect. Thank you so much for your help. I really appreciate it. You have a wonderful rest of your day.
[AGENT][POSITIVE] You, you as well, [PII]. Thanks for calling APO.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] Bye bye.