AccountId: 011433970860
ContactId: c7bdabf9-6ec0-4a31-b2e5-52043362272c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 709200 ms
Total Talk Time (AGENT): 227540 ms
Total Talk Time (CUSTOMER): 123460 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/19/c7bdabf9-6ec0-4a31-b2e5-52043362272c_20250619T12:58_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] I'm calling from a medical provider's office to see how I can obtain a copy of an explanation of benefits.
[AGENT][NEUTRAL] OK, you're needing an explanation of benefits for a member, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Yes, ma'am, I can help you with that and who am I speaking with?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], OK.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Thank you. And [PII], what is your callback number?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you. And the member's policy number please, [PII]?
[CUSTOMER][NEUTRAL] I don't have that. We actually received two payments without the corresponding EOB, so I have a check and a check number.
[AGENT][NEUTRAL] OK, what is the check number?
[CUSTOMER][NEUTRAL] I have 204-830-6.
[AGENT][NEUTRAL] OK, give me a moment to try and locate, so you said you don't know who that payment is for?
[CUSTOMER][NEUTRAL] I don't know, ma'am.
[AGENT][NEUTRAL] OK, one moment please.
[AGENT][NEUTRAL] OK, now that is the check number you gave me, is that correct? 204.
[CUSTOMER][POSITIVE] It is yes.
[AGENT][NEUTRAL] 8306. OK, one moment.
[CUSTOMER][NEUTRAL] 8306
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And do you guys have a portal to access these?
[AGENT][NEUTRAL] We do, uh-huh, but I'll need to verify some, a few things with you first for security, so let me locate the members and policy and everything first.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And does it reference a claim number as well, or is it only that check number?
[CUSTOMER][NEUTRAL] Let's see, I, it does not reference the claim number.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And the amount on that check?
[CUSTOMER][NEUTRAL] $5.
[AGENT][NEUTRAL] OK, one moment.
[AGENT][POSITIVE] Well, goodness gracious, bear with me just a second. I have to refresh one of these screens. Thank you.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh
[AGENT][POSITIVE] My goodness, I was in, OK.
[AGENT][NEUTRAL] Alright, so I have located this and what is the name of the practice that you're calling on behalf of?
[CUSTOMER][NEUTRAL] Augusta Orthopedic and sports medicine specialist.
[AGENT][NEUTRAL] OK, thank you. So we, I showed that this
[AGENT][NEUTRAL] Payment.
[AGENT][NEUTRAL] It's for a [PII]
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] For date of birth with a date of birth of [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Do you show her in your system?
[CUSTOMER][POSITIVE] Yes, I do.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And so yes ma'am you we do have a portal, [PII], that you should be able to pull this EOB up and this is for a data service.
[AGENT][NEUTRAL] Of 4225.
[AGENT][NEUTRAL] According to our records.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And the claim number is 360.
[AGENT][NEUTRAL] 9443.
[AGENT][NEUTRAL] And the portal website that you would go to is located at [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And there should have been an explanation of benefits that accompanied that check.
[AGENT][NEUTRAL] In, in the same envelope.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, we use a third party.
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Uh, billing company to post our payments so that.
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] That doesn't surprise me that they would have missed that.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, yeah, so I was gonna say cause you should.
[CUSTOMER][POSITIVE] OK, but I can do that. I actually have.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Have another payment as well.
[AGENT][NEUTRAL] OK, so give me a moment then to let me, I didn't realize you have more than one [PII], so let me finish my note on Ms. [PII]'s policy first off.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] But yes, EOB's go with all of our checks.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So I don't know if you, there's a way that that.
[AGENT][NEUTRAL] Could be that information could be passed on, but.
[AGENT][NEUTRAL] Um, you should be able to.
[CUSTOMER][POSITIVE] Yes, I will definitely.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] What.
[CUSTOMER][NEGATIVE] You can't they had to like you can't. I had to learn a little you can't over water it.
[CUSTOMER][NEGATIVE] I don't like that.
[CUSTOMER][NEUTRAL] We have to
[CUSTOMER][NEUTRAL] I think I let it go too long without water.
[AGENT][NEUTRAL] And on this [PII], what is her patient account number that you all have for her?
[CUSTOMER][NEUTRAL] Um, for this claim?
[AGENT][NEUTRAL] And they're at your practice, uh-huh, yeah, that one, go ahead.
[CUSTOMER][NEUTRAL] I have 450.
[CUSTOMER][NEUTRAL] 450713V23890
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] So what is that next uh check number that you have?
[CUSTOMER][NEUTRAL] It is 204-779-4.
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] Uh, let's
[AGENT][NEUTRAL] And what is the amount on that check?
[CUSTOMER][NEUTRAL] $34.86.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK. And so that is also for the same patients.
[AGENT][NEUTRAL] For data service from [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][POSITIVE] All right, that is all I needed um.
[AGENT][NEUTRAL] OK. Well, if you have any, um, if it
[CUSTOMER][NEUTRAL] I think I can pull it up.
[AGENT][NEUTRAL] Pull it up with those you should be able to with the claim numbers now and that's a self registering portal um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] But if you have any issues, you can call us back, but is there anything else at the moment that I can help you with, [PII]?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] No ma'am, that's it thank you.
[AGENT][NEUTRAL] OK, well, you're welcome and thank you for calling APL uh, uh, I did give you that claim. Did I give you that claim number? I didn't, did I?
[CUSTOMER][NEUTRAL] Um, not for 4:15, no, ma'am, I'll take it though.
[AGENT][NEUTRAL] Yeah, so for, it's 360.
[AGENT][NEUTRAL] 8079.
[CUSTOMER][POSITIVE] Perfect, thank you.
[AGENT][POSITIVE] All right. Well, you're welcome. So thank you again for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.