AccountId: 011433970860
ContactId: f061231e-27a4-4279-908f-8ca11ae3947d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 224449 ms
Total Talk Time (AGENT): 109842 ms
Total Talk Time (CUSTOMER): 104543 ms
Interruptions: 2
Overall Sentiment: AGENT=0.7, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/24/f061231e-27a4-4279-908f-8ca11ae3947d_20250324T14:33_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I help you today?
[CUSTOMER][NEUTRAL] Hi, um, I have a claim.
[CUSTOMER][NEUTRAL] Um, for services.
[CUSTOMER][NEUTRAL] And um I was wondering if you can help me with that.
[AGENT][NEUTRAL] OK, go and give me, are you the insured on this policy?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, go on and give me your name and your policy number, please.
[CUSTOMER][NEUTRAL] My name is [PII] and my policy number is 02475815.
[AGENT][NEUTRAL] Alright, [PII], thank you for that. And while I'm pulling this up, go ahead and give me a good return telephone call number.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Alrighty, [PII], thank you for that information. I'll go ahead and verify your date of birth and address for me, please.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And my address is [PII].
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] What [PII]?
[CUSTOMER][NEUTRAL] I mean, sorry, [PII].
[AGENT][POSITIVE] All right. OK, thank you for all the information, [PII]. Now, how can I help you today?
[CUSTOMER][NEUTRAL] All right, so I have a date of service and my primary um.
[CUSTOMER][NEUTRAL] paid their portion.
[CUSTOMER][NEUTRAL] And so, what happened?
[AGENT][NEUTRAL] What's that kind of service?
[CUSTOMER][NEUTRAL] Um, 12:31 24.
[AGENT][NEUTRAL] Uh, just so I can be looking that up, let's see 1231 24, you know how much your bill is for or where it's from?
[CUSTOMER][POSITIVE] Yeah, it was Bon Secour.
[CUSTOMER][NEUTRAL] And uh
[CUSTOMER][NEUTRAL] The amount that's owed now is 27101.
[AGENT][NEUTRAL] Let me see because I see a data service, yeah, one secure Saint Mary's Hospital. Yeah, the bill is for 1194 and we need your primary EB.
[CUSTOMER][NEUTRAL] After they paid.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, we've sent a request, yeah, mhm.
[CUSTOMER][POSITIVE] Correct, so I called them.
[CUSTOMER][NEUTRAL] Yes, I know you sent her a letter on [PII]. Um, I told them you guys needed a primary EOB. I talked to them on Friday and then they said,
[CUSTOMER][NEUTRAL] Uh, that you guys must call provider services to request that. And I said, yeah, but they already sent a letter requesting it, and then they said, you,
[AGENT][NEUTRAL] Yeah, we just, yeah.
[AGENT][NEUTRAL] Yeah, we're just gonna send an EOB.
[CUSTOMER][NEUTRAL] Yeah, so then they said you have to call.
[AGENT][NEUTRAL] Oh no, we wouldn't never have to call, but no, but I can get another ELB sent over.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Yeah, I can do that because, yeah, that's.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So yeah, that's
[AGENT][NEUTRAL] Yeah, that's how we communicate. They're not, yeah, yeah, if we, if we had to call a provider on every claim we process, we'd be here all day long, so that can't be right. I don't know what they're saying, yeah, but I will go ahead and submit another EOB to them. I can do that though, [PII], OK.
[CUSTOMER][NEUTRAL] Yeah, that's what they said they needed, huh? Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I know.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, was there anything else I can help answer for you today?
[CUSTOMER][POSITIVE] OK, cool.
[CUSTOMER][NEUTRAL] No, that's it that's all I need. I'm just hoping to get this paid.
[AGENT][NEUTRAL] Well yeah.
[AGENT][NEUTRAL] Yes ma'am, and I know sometimes it's hard. It's like pulling teeth to try to get these providers to send these EOBs, but I will reach out to them though and and get that done, OK?
[CUSTOMER][NEUTRAL] Yup.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] Oh, yes, ma'am [PII], and that's all I can help you with. Thanks for calling APO. You have a great rest of your day, OK?
[CUSTOMER][POSITIVE] Thank you you too.
[AGENT][NEUTRAL] Yes, ma'am. Bye-bye.