AccountId: 011433970860
ContactId: e565e557-1156-4bd4-8287-0397ed7cdf1f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 506880 ms
Total Talk Time (AGENT): 128234 ms
Total Talk Time (CUSTOMER): 106763 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/02/e565e557-1156-4bd4-8287-0397ed7cdf1f_20250102T17:24_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I need to ask you a question. I need to check some claim statuses please on a on a patient.
[AGENT][NEUTRAL] OK yeah I can check on some clients for you uh what was your name?
[CUSTOMER][NEUTRAL] My name is [PII]. I'm with Chattanooga Allergy clinic.
[AGENT][POSITIVE] Hey [PII], can I get a good call back?
[AGENT][NEUTRAL] We're disconnected
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] OK, thank you. Do you have a policy number?
[CUSTOMER][NEUTRAL] I do. I have 018412777.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] One moment, please.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK and uh what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] It is [PII] and date of birth [PII].
[AGENT][NEUTRAL] OK perfect thank you for verifying that [PII] and I know you said that there were multiple claims. Are these gonna be all for the same member?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, oh, that first date of service please.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Any I build out?
[CUSTOMER][NEUTRAL] It is $22.
[AGENT][NEUTRAL] OK, one, please.
[AGENT][NEUTRAL] All right, one moment, please.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] I did find one but it was uh stating it was a duplicate so bear with me while I try to find the original.
[CUSTOMER][POSITIVE] Alrighty.
[AGENT][NEUTRAL] Uh, the procedure was that, uh, was it 95117?
[CUSTOMER][NEUTRAL] Yes, it was an allergy injection.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK, so I did find the original claim, uh, so all of the payable benefits were applied to this policy's deductible.
[CUSTOMER][NEUTRAL] OK, so they are, can you send me the original EOB?
[AGENT][NEUTRAL] Of course, yeah, do you have a fax number?
[CUSTOMER][NEUTRAL] I do 423.
[CUSTOMER][NEUTRAL] 893.
[CUSTOMER][NEUTRAL] 8075.
[AGENT][NEUTRAL] OK, and would I just put this to your attention?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, alrighty, yeah, I will get that sent to you uh did you have any other questions?
[CUSTOMER][NEUTRAL] Uh, I need to check another one.
[AGENT][POSITIVE] Oh yes, of course, sorry, give me just a moment I'll get this one pulled up.
[CUSTOMER][NEUTRAL] That's OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Alright, what's that next date of service?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] I'm thinking this one went toward the deductible as well, but I just wanna verify that.
[AGENT][NEUTRAL] OK, um,
[AGENT][NEUTRAL] Sure, what was the bill amount for this one?
[CUSTOMER][NEUTRAL] $22.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, yes, uh, this was the same we did see that, uh, payable benefits were applied to the deductible.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect. OK, and my next data service is 5624 and it was for $720.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, did you want all of these EOBs sent to you for all of these claims?
[CUSTOMER][NEUTRAL] No, just that one so far.
[AGENT][NEUTRAL] Just the first one
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Yeah, this one said it was a duplicate too, so bear with me while I find this original one.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so this one is stating the same as well that all of the payable benefits were about to be deductible.
[CUSTOMER][NEUTRAL] OK, can you fax me that one then?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, was there another data service we needed to look at?
[CUSTOMER][NEUTRAL] Uh yes, uh, 520 $24 for $22.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] Bear with me, sorry, it's gone a bit slow today.
[CUSTOMER][NEUTRAL] That's that's fine.
[AGENT][NEUTRAL] OK, this one is also stating the same. All payable all payable benefits were applied to the deductible.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and that one I'll need as well.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And that and that's it.
[AGENT][NEUTRAL] Alrighty, well, I did get that first one sent to you, so I'll get the other two sent as well. Oh, was there anything else I could help you with?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, no, ma'am, uh, what is your name?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] SH
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Um, no, [PII], it's [PII].
[CUSTOMER][NEUTRAL] OK oh, [PII], OK, and do you have a call reference for me [PII]?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Reference number would just be my first name, last initial and today's date and so my last initial is A.
[CUSTOMER][NEUTRAL] What's your
[CUSTOMER][POSITIVE] OK perfect alrighty thank you so much.
[AGENT][POSITIVE] Alright, yeah, thanks for calling APL. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you, bye bye.