AccountId: 011433970860
ContactId: bc01ce38-4263-4d48-9f4c-2926df25058d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 225199 ms
Total Talk Time (AGENT): 42732 ms
Total Talk Time (CUSTOMER): 109274 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/01/bc01ce38-4263-4d48-9f4c-2926df25058d_20250401T17:24_UTC.wav
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[AGENT][NEUTRAL] Calling APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII] and I'm calling from a medical provider's office. I submitted some EOBs the other day. We've been trying to get these to you guys now for a little bit, um, and the lady said that they, you guys should show them in your system within 24 hours, so I was just calling to see if you guys have received them.
[AGENT][POSITIVE] I'd be happy to assist with um claims today [PII] if I can get a good call back number for you.
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] The policy number is 2027848.
[AGENT][NEUTRAL] That's not coming up a valid policy number. Do you have a social?
[CUSTOMER][NEUTRAL] Mm, that's what I gave her yesterday, um.
[AGENT][NEGATIVE] Repeat it for me again, maybe I did something wrong.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEGATIVE] No, it's coming up invalid. Is there, is, uh, it feels like there's a number missing.
[CUSTOMER][NEUTRAL] Um, let me see. That's what I, um.
[CUSTOMER][NEUTRAL] Let me see on you guys' request for um EOBs, and I can tell you let me see.
[CUSTOMER][NEUTRAL] Let's pull up that document uh.
[CUSTOMER][NEUTRAL] Oh, maybe a 0 in the front [PII].
[AGENT][NEUTRAL] Mhm. 02027848?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And what's the patient's name?
[CUSTOMER][NEUTRAL] Is [PII]
[AGENT][NEUTRAL] OK. There we go.
[AGENT][NEUTRAL] And date of birth?
[CUSTOMER][NEUTRAL] His date of birth is [PII].
[AGENT][POSITIVE] Thank you for that one moment.
[AGENT][NEUTRAL] OK, yeah, we did get an upload uh.
[AGENT][NEUTRAL] Yesterday.
[CUSTOMER][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] Um, and this was the EOB?
[CUSTOMER][NEUTRAL] So do you know how normally long it would take um
[CUSTOMER][NEGATIVE] Yeah, I've submitted all the EOBs for the dates of service that we've originally sent you guys, um, and you guys sent me, you guys sent us basically stating that we needed to give you the EOBs from Aetna, so we sent some of them and then some I guess you guys couldn't read, so I just resent them.
[CUSTOMER][NEUTRAL] So there's a couple of days of service where he owes for coinsurance, so, um,
[CUSTOMER][NEUTRAL] I guess that's what you guys would be taking care of once you read the EOBs and and process the claim.
[AGENT][NEUTRAL] OK, so the processing time is 7 to 10 business days.
[CUSTOMER][POSITIVE] OK. All right, thank you so much. I appreciate your help.
[AGENT][NEUTRAL] Was there anything else I could assist with today?
[CUSTOMER][POSITIVE] No, that's all. You have a great day. I'll call back in a week. Thank you.
[AGENT][POSITIVE] Mhm thank you for calling APO have a good day.
[CUSTOMER][NEUTRAL] Bye bye.