AccountId: 011433970860
ContactId: adaa3a01-724b-4b2e-be80-2fa0caf67f7f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 807200 ms
Total Talk Time (AGENT): 169761 ms
Total Talk Time (CUSTOMER): 216054 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=-1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/09/adaa3a01-724b-4b2e-be80-2fa0caf67f7f_20250409T18:04_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] I'm sorry, you cut out when you said your name. I apologize. What's your name again?
[AGENT][NEUTRAL] It's OK. My name is [PII].
[CUSTOMER][NEUTRAL] And my name is [PII] and I'm a provider rep.
[AGENT][NEUTRAL] All right, thank you, Miss [PII]. And may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes, ma'am. [PII], secure line directly to me.
[AGENT][POSITIVE] Thank you. And how may I assist you today?
[CUSTOMER][NEUTRAL] Well, I need to correct it build amount because uh what you guys did you came in and.
[CUSTOMER][NEGATIVE] For the EOB it looks like you guys just said the bill amount was $500 which is not correct.
[AGENT][NEUTRAL] Mm. I can check on the claim. Um, and may I have the policy number, Miss [PII]?
[CUSTOMER][NEUTRAL] 016569301
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, I got too many numbers there. Can you repeat that number one more time?
[CUSTOMER][NEUTRAL] Yeah, 01656930.
[AGENT][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Yeah, that's what they have.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] And may I have the name and date of birth of the patient, Miss [PII]?
[CUSTOMER][NEUTRAL] Yes, ma'am. It is [PII].
[CUSTOMER][NEUTRAL] Uh [PII] [PII]. Sorry, I'm.
[AGENT][NEUTRAL] OK. Yes, OK. And uh what is the date of service?
[CUSTOMER][NEUTRAL] [PII], 1 day we billed $4,376.20.
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] But when yeah when you guys paid it only shows that uh by your uh.
[CUSTOMER][NEUTRAL] EOB it only shows.
[CUSTOMER][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] Claim payment 500 charges bill was 500 and I'm like that's not correct. We need a correct EOB on this if you're only gonna pay 500, I understand that, but we do need this check reissued with the correct information.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Or just send the EIB to the mailing address that you sent the check to.
[AGENT][NEUTRAL] OK, bear with me just let me pull the image of the EOB.
[CUSTOMER][NEUTRAL] Because
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK. The, the total bill amount Catalina Medical Center was $4,376.20. So that is the total bill charges. Then the $500 is what we pay. Do you need a copy of this EOB?
[CUSTOMER][NEUTRAL] Yes, and last time I asked for a fax it never came through. So is there any way that you can mail the EOB showing the correct uh information?
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Yeah, I can mail it in. um I can also fax it and mail it if you would like both of them just in case, um.
[CUSTOMER][NEGATIVE] Well, last time I asked for it to be faxed, I never got it.
[AGENT][NEUTRAL] OK. All right, so do you want me just to mail it?
[CUSTOMER][NEUTRAL] Yeah, mail the correct EOB.
[AGENT][NEUTRAL] OK. Let me go ahead and do that. Um, do you mind holding for me while I send the request for this to be sent out to you?
[CUSTOMER][NEUTRAL] Uh, and how long will it take?
[AGENT][NEUTRAL] For the you'll be to get there by mail?
[CUSTOMER][NEUTRAL] Yeah, correct. EOB with billed amount.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, 4376.20. Now if you're only gonna pay $500 I get that, but it's showing that you it it's showing on on base too that we only we only billed you $500 which is not correct. Actually we billed you $1,914.81.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] After United Healthcare paid.
[AGENT][NEUTRAL] OK. Um, yeah, I'm not sure why is it showing like that because the EOB is showing the correct information, but I can go ahead and send the request for this to be sent out to you, OK? So if you don't mind holding for me, let me go ahead and send the request for this EOB, OK?
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Alright, where would it be mailed to, sweetie?
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Um, Carolina Medical Center, [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And how long will it take?
[AGENT][NEUTRAL] Uh, for me to send it out or for you to receive it?
[CUSTOMER][NEUTRAL] To receive it.
[AGENT][NEUTRAL] It's regular mail, so it could be around 5 to 7 business days.
[CUSTOMER][POSITIVE] Oh great. Sounds good to me. We can get it that fast. That'd be great. Uh, and if you mail it, it will go to this account or you can put this account number on it.
[AGENT][NEUTRAL] Hm
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] The hard number patient control number?
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] The patient account number is on the EOB. Is it the [PII]?
[CUSTOMER][NEUTRAL] Yes, ma'am. That's it.
[AGENT][NEUTRAL] Yeah, that is on the EOB that's listed on the EOB.
[CUSTOMER][POSITIVE] Great.
[AGENT][NEUTRAL] Yeah, OK.
[CUSTOMER][NEUTRAL] And the zip code you're mailing it to will be [PII], right?
[AGENT][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] And that is [PII]. Mhm.
[CUSTOMER][NEUTRAL] Yeah, I got that.
[CUSTOMER][POSITIVE] Great.
[AGENT][NEUTRAL] OK and one moment.
[AGENT][NEUTRAL] OK, it's gonna be one minute, OK, I'm gonna put you on hold.
[CUSTOMER][POSITIVE] You're fine thank you I appreciate your help.
[AGENT][POSITIVE] Thank you. You're welcome.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding and being patient for me Miss [PII]. OK, I went ahead and send that over to customer service to be printed out, OK? Is there anything else I'm gonna help you with today?
[CUSTOMER][POSITIVE] No ma'am, I just need a reference number and I greatly appreciate your help and you have a great day.
[AGENT][NEUTRAL] USL we don't have reference numbers, Ms. [PII]. You can use my name in today's date.
[CUSTOMER][NEUTRAL] Oh, I'll just use your, yeah, that's fine. All right, thank you, honey, and the claim number is 3,568,080, right?
[AGENT][NEUTRAL] Mhm. Mhm.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Yes, 356-8080. Mhm.
[CUSTOMER][POSITIVE] All right thank you have a great day bye.
[AGENT][POSITIVE] You're welcome. You as well, Ms. [PII]. Have a good day and good afternoon. Bye-bye.