AccountId: 011433970860
ContactId: e12fd779-98a4-4339-9000-159e1bbd04e0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 191880 ms
Total Talk Time (AGENT): 127343 ms
Total Talk Time (CUSTOMER): 65316 ms
Interruptions: 3
Overall Sentiment: AGENT=0.6, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/08/e12fd779-98a4-4339-9000-159e1bbd04e0_20250108T15:44_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. You're speaking with [PII]. How may I help you today?
[CUSTOMER][NEUTRAL] Hi, good morning, [PII]. This is [PII] returning your phone call.
[AGENT][POSITIVE] Alright, thank you for calling me back. I call you and let me pull up your policy. Give me one second.
[AGENT][NEUTRAL] Do you know your policy number by heart?
[CUSTOMER][POSITIVE] I'm glad
[CUSTOMER][NEUTRAL] I do not unfortunately and I'm not at my computer.
[AGENT][POSITIVE] OK, we go. That's all right. We can look it up. Let me have your so.
[CUSTOMER][NEUTRAL] 359-404-37777.
[AGENT][NEUTRAL] Alright, give me one second to pull up that information.
[CUSTOMER][POSITIVE] No worries.
[AGENT][NEUTRAL] 217.
[AGENT][NEUTRAL] 0819. Verify your mailing address and your uh date of birth for me.
[CUSTOMER][NEUTRAL] Uh, date of birth is [PII] and my address is [PII].
[AGENT][NEUTRAL] OK. And, uh, what is your email address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right, thank you for that information. The reason I'm calling you because what you send in, we can use to process your claim, but we can't process until you send in your primary explanation of benefit from your primary carrier because your state that your policy was issued is is [PII], and for the state of [PII] we go by actual charges and I'll give you an example on one of your medical.
[AGENT][NEUTRAL] Radiation that could be paid, they charge $5000 and some dollars. That's what the providers charge. So then we go by your explanation of benefits to see what your primary carrier paid on that and whatever your primary carrier paid on that, that's what.
[AGENT][NEUTRAL] We can pay. We can't pay, we can't pay by bill. We need the bill and we need your primary explanation of benefits for those dates of service, [PII] to [PII] for those radiation medical treatments. So that's what you need to submit.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I am not I'm back to work and I will not get home until tomorrow, so I will when I get home I'll, uh, print those out, scan them and get them to you.
[AGENT][NEUTRAL] OK, that's fine. I just want to let you know because you're gonna get an explanation of benefit in the mail from us telling you that's what we need your primary EOB. So I said, well, let me call her and let her know that's what we need to be sending, OK?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, yeah, because I know the last time we spoke you said you needed the CPT codes um from the hospital bill, and when I called the hospital again they said our the codes don't print on our bill. I said, can you give me the CPT code so I can write them and they're like, oh yeah, we can do that for you. So that's when I sent you that in yeah.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, that, yeah, that was fine. Yeah, that's what we need, but back on [PII] when we sent out your first explanation of benefit, we told you we needed the primary EOB.
[CUSTOMER][NEUTRAL] Oh, I might, I missed that one. I, yeah, I probably missed that completely. So, OK, I.
[AGENT][NEGATIVE] Oh, that's all right. That's not right.
[CUSTOMER][POSITIVE] I will get that to you tomorrow so hopefully that'll help process everything.
[AGENT][POSITIVE] OK. All right. Well, thank you for calling us back, Mrs. uh, [PII]. You have a great day.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] You too, [PII] thanks so much take care now.
[AGENT][NEUTRAL] All right, bye-bye.
[CUSTOMER][NEUTRAL] Bye.