AccountId: 011433970860
ContactId: b1935a3c-0ac9-4589-ab76-8a319e1b150a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 67529 ms
Total Talk Time (AGENT): 28320 ms
Total Talk Time (CUSTOMER): 37964 ms
Interruptions: 1
Overall Sentiment: AGENT=1, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/25/b1935a3c-0ac9-4589-ab76-8a319e1b150a_20250225T16:38_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] on the care team. How you doing?
[AGENT][POSITIVE] I'm doing good. How about you?
[CUSTOMER][POSITIVE] I'm doing good. I just have a quick question. A provider billed us for
[CUSTOMER][NEGATIVE] $57 but it's, I'm sorry, for $114 but it should have been $57. She's asking me if we're gonna send her something to like get the difference.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So they
[CUSTOMER][NEUTRAL] They, they
[CUSTOMER][NEUTRAL] They billed us for more than what it was.
[AGENT][NEUTRAL] They will have to submit a corrected bill. We can't do anything.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] OK, submit a corrected claim.
[AGENT][NEUTRAL] Yeah, they're gonna have to submit a corrected claim because we just can't assume.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] That's the total amount, right.
[CUSTOMER][POSITIVE] That what they're saying is right. OK.
[CUSTOMER][NEUTRAL] All right, I'll let her know. I was, I was like, um, I don't think we send anything. OK, I just want to make sure.
[AGENT][NEUTRAL] No, she's gonna have to surrender submit a corrected uh claim and then if that EOB shows 114, we're gonna have to have to correct the EOB with the total bill charge of 57.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][POSITIVE] OK, alrighty well thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Alright, bye bye.
[AGENT][NEUTRAL] Mhm