AccountId: 011433970860
ContactId: b08c773d-5d4f-408f-addf-0d0450b7994f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 227460 ms
Total Talk Time (AGENT): 114448 ms
Total Talk Time (CUSTOMER): 106511 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/09/b08c773d-5d4f-408f-addf-0d0450b7994f_20250509T13:53_UTC.wav
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[AGENT][NEUTRAL] For calling American Public Life, this is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII], and I am looking at two, EOBs right here in front of me from you guys. Let me give you the reference numbers.
[AGENT][NEUTRAL] Uh, let me get your policy number, ma'am.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK, uh, 025867557.
[AGENT][NEUTRAL] OK, let me verify your account. If you could verify your date of birth and your mailing address.
[CUSTOMER][NEUTRAL] [PII] and it's [PII].
[AGENT][POSITIVE] OK, thank you so much for verifying your account and you did say you had two ELBs you received.
[CUSTOMER][NEUTRAL] I, I do, and they're both the same reference number, so I'm a little confused about that one, but they're two different claims, um, and I need to know you guys are asking on the back for copies of my EOB for my primary insurance.
[AGENT][NEUTRAL] Right, so I see that's on claims 359-545-4 and then 3595451. Correct. So uh we did receive.
[CUSTOMER][NEUTRAL] Is that correct?
[CUSTOMER][NEUTRAL] Correct, OK, so.
[CUSTOMER][NEUTRAL] Go ahead, I'm sorry.
[AGENT][NEUTRAL] Uh, we did receive the claims from the providers. We did send the same request you received. Uh, we sent that also to the providers asking them to send the primary explanation of benefits.
[CUSTOMER][NEUTRAL] OK, so do I just not do anything because I'm on the Aetna, my Aetna, uh, my primary, um, insurance, uh, website, and I cannot find the ELBs. They have everything lumped together.
[AGENT][NEUTRAL] OK, um, now that is up to you. We just like to send you out a copy of what we've requested from the provider if um we do have insured that if they have that information they they send it in before the provider actually sends it in and we pay the claim. um, so that is up to you, but the request did go out to them also.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And that was went out to Doctor [PII]'s office, the provider, correct?
[AGENT][POSITIVE] Correct, yes, ma'am.
[CUSTOMER][NEUTRAL] OK, um, OK, so.
[CUSTOMER][NEUTRAL] I don't know if you're familiar with like the different insurance EOBs, but like Aetna lumps everything together so I'm not sure which EOB this would be on.
[AGENT][NEUTRAL] Uh, I'm
[CUSTOMER][NEUTRAL] Does that make any sense?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes, I'm, I'm not, I'm not familiar with what it looks like, you know, when you're pulling it up, um, but you should be able to get individual explanation of benefits. I'm not, but you know, I can't say for for sure um how their portal is set up.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, I, I don't, um.
[CUSTOMER][NEUTRAL] Yeah, let me, OK, all right, so if I can find it I'll send it in and where do I send it?
[AGENT][NEUTRAL] So, uh, you have the option to, uh, mail it in, fax it or upload it to the online service center, um.
[CUSTOMER][NEUTRAL] OK, and what is the fax number?
[AGENT][NEUTRAL] Fax number is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] 942 [PII].
[CUSTOMER][POSITIVE] Perfect and do who do I um put attention to?
[AGENT][NEUTRAL] Attention claims, claims department.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right perfect thank you so much for your help ma'am.
[AGENT][NEUTRAL] You're welcome, [PII]. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] No ma'am.
[AGENT][POSITIVE] OK, you have a wonderful weekend. Thank you for calling APL.
[CUSTOMER][POSITIVE] Thank you you too.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] Bye bye.