AccountId: 011433970860
ContactId: c3583b3a-310f-4ddc-8df7-d968aca4be2b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 266029 ms
Total Talk Time (AGENT): 81221 ms
Total Talk Time (CUSTOMER): 105543 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/30/c3583b3a-310f-4ddc-8df7-d968aca4be2b_20250430T14:50_UTC.wav
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[AGENT][NEUTRAL] His
[AGENT][POSITIVE] Good morning. Thanks for calling APO. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Good morning Ms. [PII]. This is [PII] in the care team. I've got um Miss [PII] on the phone. She's with Saint Mary Regional Medical Center. She is calling about claim number 3554062.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And it's for part one.
[CUSTOMER][NEUTRAL] And the policy number is 2555592 and she got a B notice and she said that she spoke to somebody the other day and they were supposed to be doing a rush on this within 72 hours and she's calling to follow up on the claim process.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] You can send her over.
[CUSTOMER][POSITIVE] Thank you, Ms [PII]. All right, bye bye.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Bye bye.
[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII]. My name is [PII] calling with Saint Mary's Regional Medical Center. I had a claim that um was put in for a rush processing back on [PII] and I'm understanding it's still not processed. So can you help me with that?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so it looks like the B notice was mailed out to you.
[AGENT][POSITIVE] But the benefits were actually mailed to the insured.
[CUSTOMER][NEUTRAL] So the payment was sent to the insured?
[AGENT][POSITIVE] Yes ma'am, that's correct.
[CUSTOMER][NEUTRAL] And when was it sent to the insured?
[AGENT][NEUTRAL] Uh, let me check that for you.
[AGENT][NEUTRAL] 6
[AGENT][NEUTRAL] Uh, that was sent to the insured on [PII].
[CUSTOMER][NEUTRAL] So then why whenever I called on [PII].
[CUSTOMER][NEUTRAL] And spoke with [PII].
[CUSTOMER][NEUTRAL] She was sending to the claims department for rush processing if it already had processed and paid to the patient.
[AGENT][NEUTRAL] I don't know. I do apologize, but that benefit has already been paid to the insured.
[CUSTOMER][NEUTRAL] OK, let me
[CUSTOMER][NEUTRAL] See what I have in here.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, do you have an EOB that you could send to me because the only thing I have from you all is needing the W-9 which I've already sent in.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, and you mean the EOB for your claim?
[AGENT][NEUTRAL] For the be notice?
[CUSTOMER][NEUTRAL] Yes ma'am, I need something so that it shows paid to patients so that I can release this balance to the patient.
[AGENT][NEUTRAL] OK, alright, so we don't have anything that says it was paid to the patient. I will see if we can get you something, um.
[AGENT][NEUTRAL] But the benefit was they were paid to the patient so if there's any balance it would go to the patient, but I'll see if I can get that over to you. Is there a good fax number I can fax it to you?
[CUSTOMER][NEUTRAL] Yes ma'am, [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And can I get your name again? I'm sorry.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And that's [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Oh, with the [PII], OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK [PII], I'll go ahead and get that information sent over to you, faxed over to you.
[AGENT][NEUTRAL] Was there anything else I can help you with on today?
[CUSTOMER][POSITIVE] Perfect. And do you have?
[CUSTOMER][NEUTRAL] Call reference number please.
[AGENT][NEUTRAL] No ma'am, we don't do call reference numbers.
[CUSTOMER][POSITIVE] Is your name today's date. Perfect thank you so much. I appreciate your help.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] You are very welcome and thanks for calling APL and have a great rest of your day.
[CUSTOMER][NEUTRAL] You too. Bye bye.
[AGENT][NEUTRAL] Alright bye bye.