AccountId: 011433970860
ContactId: abcf7f1e-fc13-4a30-9db9-e9a5e57da4ff
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 291570 ms
Total Talk Time (AGENT): 92300 ms
Total Talk Time (CUSTOMER): 127942 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/30/abcf7f1e-fc13-4a30-9db9-e9a5e57da4ff_20250530T18:42_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hello, my name is [PII] and I'm calling about an emergency room bill that hasn't been processed or something.
[AGENT][NEUTRAL] OK, uh, Ms. [PII], do you have the policy number?
[CUSTOMER][NEUTRAL] Um, I don't. That's another thing I was hoping I could get from you guys.
[AGENT][NEUTRAL] Are you calling from a provider's office or are you the insured?
[CUSTOMER][NEUTRAL] No, this is me. I'm the person.
[AGENT][NEUTRAL] OK, and what's your last name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Spell that one more time. [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK thank you one moment please.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, and Ms. [PII], verify your date of birth, mailing address and email address, please.
[CUSTOMER][NEUTRAL] [PII] [PII].
[CUSTOMER][NEUTRAL] And what else oh [PII].
[AGENT][NEUTRAL] OK, and Ms. [PII], do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you so much and you say you're calling about an ER visit?
[CUSTOMER][NEUTRAL] Yeah, I went to the ER back in March, I believe, um, and I submitted my insurance information to them in April and it says they submitted the insurance information to you guys on like the [PII] or the [PII].
[CUSTOMER][NEUTRAL] And they haven't.
[CUSTOMER][NEUTRAL] Received any updates on their end, and I just wanted to know what my responsibility, if any, was for that visit so I could get it paid and closed out.
[AGENT][NEUTRAL] OK, and what's the name of the provider?
[CUSTOMER][NEUTRAL] Um, I don't know the doctor's name, but it was, uh, Sharp Chula Vista emergency room.
[AGENT][NEUTRAL] OK, I don't show we received any claims for the facility. The only claim we received was from San Diego Imaging Medical Group, and that claim was paid.
[AGENT][NEUTRAL] But I don't show anything from an ER physician.
[CUSTOMER][NEUTRAL] How much was that?
[AGENT][NEUTRAL] A total of $29 which we pay the provider.
[CUSTOMER][NEUTRAL] And what day, what was the date of service on that?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, [PII]. And that would be from the same, that's that same ER visit.
[AGENT][NEUTRAL] Well, we didn't receive the, but we didn't receive the claim from the facility, from the ER.
[CUSTOMER][NEUTRAL] That's the day I went to the ER. That's.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] So I need to call their business office again and have them resend the claim?
[AGENT][NEUTRAL] Uh, yes, ma'am. And if you like, I can give you a fax number and they can fax it to us.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, it's [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. And can I
[CUSTOMER][NEUTRAL] Sorry, my insurance cards got mailed to an address. I'm, I travel for work and I'm just not at that address, so I don't have the actual insurance card. Is the policy number.
[CUSTOMER][NEUTRAL] 261-355-9
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, are there any other numbers I would need if I go to a physician and I need to give them my insurance information?
[AGENT][NEUTRAL] Uh, no, ma'am. Um, just that policy number.
[CUSTOMER][NEUTRAL] Like a group number.
[AGENT][NEUTRAL] Uh, the group number is 70094.
[CUSTOMER][NEUTRAL] 7709 4
[AGENT][NEUTRAL] No 70094.
[CUSTOMER][POSITIVE] Oh I'm sorry.
[AGENT][NEUTRAL] No, you're fine. Um, but we also show your policy terminated on [PII].
[CUSTOMER][POSITIVE] Oh my gosh.
[CUSTOMER][NEUTRAL] You're showing that it's terminated [PII].
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Oh my gosh. OK, I have to call my employer. OK, thank you.
[AGENT][POSITIVE] Uh, yes, ma'am and thank you for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] Mhm. You too.
[AGENT][NEUTRAL] Mm bye.