AccountId: 011433970860
ContactId: 0bb457cf-c782-47fc-9c08-c6638af2650f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 570700 ms
Total Talk Time (AGENT): 165507 ms
Total Talk Time (CUSTOMER): 314022 ms
Interruptions: 4
Overall Sentiment: AGENT=0.4, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/02/0bb457cf-c782-47fc-9c08-c6638af2650f_20250502T14:03_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Yes, um, I had, um, I've just been having some, um, medical procedures done and treatment, and I have given the hospital my, um my gap insurance thing. But yesterday when I went to have the procedure done, um, it was, they didn't have, they told me that they, they didn't have it, and it would take for a while to file it, and I was having surgery right there and then. So I paid the two bills that I had to pay. Can I file them in with you guys?
[AGENT][NEUTRAL] Yes, ma'am. Do you have a phone number I can get in case we get disconnected I can call you back?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[AGENT][NEUTRAL] Do you have your policy number?
[CUSTOMER][NEUTRAL] Um, my, is that the, which one is all the, uh, that would be the inhospital benefits number or the my group number? OK. um, 00, so the hospital one, right?
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] The
[AGENT][NEUTRAL] Go ahead.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Well, that I, I did one in one was done in the hospital and one was done, the surgery was done as outpatient.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So I don't know. So I'll give you my the the this is the hospital 1. 0174947 AML 7.
[AGENT][NEUTRAL] Thank you. Hold on one moment, please.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK. And what was your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And your date of birth?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And can I verify your address and email address, please?
[CUSTOMER][NEUTRAL] It's [PII] and my email is my name [PII].
[AGENT][NEUTRAL] Thank you, Ms. [PII]. And you just wanted to know how to file a claim?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Well, I know that I can just file it online, but the thing is that I also went on the web page yesterday to put in my direct deposit um information. But the same thing is that I, I know what it is that when I first made my checking account many, many years ago, it was before Wells Fargo was Wells Fargo and it was First National or whatever. So it's showing my bank as First National, which doesn't exist anymore because it's Wells Fargo. So it wouldn't let me change it though.
[CUSTOMER][NEUTRAL] So I thought that was kind of weird. I didn't know how to change that either.
[CUSTOMER][POSITIVE] I mean, it's not mailing whatever it's fine, but I just figured it said to do that, I could do that. I was gonna do that.
[AGENT][NEUTRAL] So you need help in changing your bank information?
[CUSTOMER][NEGATIVE] Well, I got out of it yesterday, obviously because I wasn't couldn't do it, but I put all my banking information in, but when it lists the bank name, it doesn't let me change what's there from First National to Wells Fargo because what National, I mean, excuse me, First National, when I first started up this checking account like 20 something years ago was First National Bank, but now they don't exist. Wells Fargo bought them out many years ago, so I don't know why it's not letting me go over to Wells Fargo.
[AGENT][POSITIVE] OK, I can get somebody that can.
[CUSTOMER][NEUTRAL] Right, mhm. That's like, I mean, I did my, go ahead. Go ahead.
[AGENT][POSITIVE] I can get somebody that can help you set up your direct deposit.
[CUSTOMER][NEUTRAL] OK. All right.
[CUSTOMER][POSITIVE] That would be great.
[AGENT][NEUTRAL] Now as far as the claims goes, we, we need itemized bills.
[CUSTOMER][NEUTRAL] So that was, mhm.
[AGENT][NEUTRAL] That has
[CUSTOMER][NEUTRAL] OK, all I have is the receipts that they gave me.
[AGENT][NEUTRAL] Yes, we can't pay by that. We need itemized bills that has procedure codes.
[AGENT][NEUTRAL] Diagnosis codes.
[AGENT][NEUTRAL] And the charges on it?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And we need your explanation of benefits from your primary insurance.
[CUSTOMER][NEUTRAL] All right, so.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I have to get all that then because uh this is, I have, um, I'm being treated for first stage breast cancer. So that's what these um procedures for.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Uh, so,
[CUSTOMER][NEUTRAL] Alright, so I will get the information.
[AGENT][NEUTRAL] And you can just upload it to our online service center. Did you set you an account up with the online service center?
[CUSTOMER][NEUTRAL] I, I have, yeah, I, I have an online service account, yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I have one, so I just need to.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Move, um, to get, so I can do the direct deposit thing and then I'll try and get the automized bills from.
[CUSTOMER][NEUTRAL] From the hospital that I was at yesterday.
[CUSTOMER][NEUTRAL] Hm
[AGENT][NEUTRAL] OK, uh
[CUSTOMER][NEUTRAL] And then I can go stop.
[AGENT][NEUTRAL] OK, I'll get someone that can help you set up that, uh, bank draft, I mean the direct deposit, OK?
[CUSTOMER][NEGATIVE] A no.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Is there anything else I can help you with?
[CUSTOMER][POSITIVE] No, that's it. Thank you.
[AGENT][POSITIVE] Thank you, Ms. [PII]. You have a good day and thank you for calling APL and I'll get you someone, OK?
[CUSTOMER][NEUTRAL] You too.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Mhm. Bye bye.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] No, you need to stop.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hi, [PII]. This is [PII].
[CUSTOMER][NEUTRAL] Hi [PII].
[AGENT][NEUTRAL] Um, I was
[CUSTOMER][NEUTRAL] What you got for me there?
[AGENT][NEUTRAL] Not sure where to send this lady. She wants help on the online service center to set up for a direct deposit thing.
[AGENT][NEGATIVE] She was trying to do it online, but she has a problem.
[AGENT][NEUTRAL] Can you help her with that?
[CUSTOMER][POSITIVE] OK, I can try to help her. I've never, yeah, I can try to help her, honey. I've never set it up, but I guess it's time to learn.
[AGENT][NEUTRAL] I haven't never dealt with the direct deposit thing.
[CUSTOMER][NEUTRAL] What's your policy number?
[CUSTOMER][NEUTRAL] Uh, that I haven't dealt with either, so we'll just waddle through it to get you and I'll walk through it together. What's that policy number?
[AGENT][NEUTRAL] It is 01749478.
[CUSTOMER][NEUTRAL] I can't even say that.
[AGENT][NEUTRAL] And
[CUSTOMER][NEGATIVE] I mean, I can't even see the screen. Can you see it when did you figure how to see it what they're doing?
[CUSTOMER][NEUTRAL] What they're looking at when they set up there.
[AGENT][NEGATIVE] I don't know, I don't have, I haven't ever dealt with the online service in a whole bunch.
[CUSTOMER][NEUTRAL] Yeah, um, I was just wondering, there's got to be a way, and I don't think to ask anybody I'm in a situation like this, you know, I'm like going, oh crap, I've made to ask.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yeah, I don't, she said something about it wouldn't let her change her bank name or something like that, and I was like, I'm not sure.
[CUSTOMER][NEUTRAL] Alright, hold on one second.
[CUSTOMER][NEUTRAL] Oh, that's because we, what does this thing keep doing? Hold on one second.
[CUSTOMER][NEUTRAL] No change.
[CUSTOMER][NEGATIVE] Forced entry. I hate when this thing will not, it, you know, it keeps, I guess somebody else is working on the screen.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][POSITIVE] And it forces you to put a note in and you're like, I hadn't even put, I didn't even looked at that part.
[CUSTOMER][NEUTRAL] OK, let's try it one more time to get this policy to pull up.
[AGENT][NEUTRAL] What do you need?
[CUSTOMER][NEUTRAL] All right, and I know you verified everything.
[AGENT][NEUTRAL] Yeah, I did. Do you need a callback number?
[CUSTOMER][NEUTRAL] Um, is it the same as what's in the system?
[AGENT][NEUTRAL] It's the same that she's calling from [PII].
[CUSTOMER][NEUTRAL] Probably not.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][POSITIVE] All right, thank you, dear. I just wrote it down. OK, thank you. Good birthday, [PII].
[AGENT][NEUTRAL] And I verified her address.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] No, hold on. You verified all of her information, right?
[AGENT][NEUTRAL] Yeah, I did.
[CUSTOMER][NEUTRAL] I'm trying to make sure I'm trying to make sure I've got the right policy before I let you go. Hold on because my computer is just spinning. It won't do anything. Is she, is she with Care America's auto automation?
[AGENT][NEUTRAL] Oh, OK. I didn't verify that. I just verified her date of birth.
[CUSTOMER][NEUTRAL] Oh my genie. Hold on.
[CUSTOMER][NEUTRAL] Oh, that's OK. I just didn't know if you saw it.
[AGENT][NEUTRAL] Her address.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEGATIVE] Yeah, my system's not working either. I can't go back and look at it.
[CUSTOMER][NEUTRAL] Oh my God, there we go. Is this [PII]?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Wonderful. Put Miss [PII] on through and I'll do my best to help her.
[AGENT][POSITIVE] OK, thank you, [PII].
[CUSTOMER][POSITIVE] OK. Thank you. Have a good day, [PII].
[AGENT][NEUTRAL] Bye bye. You too.
[CUSTOMER][NEUTRAL] Bye. Bye.