AccountId: 011433970860
ContactId: 161a6fa4-7592-4ef1-a4d8-4b5bb6ea6794
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 177570 ms
Total Talk Time (AGENT): 84461 ms
Total Talk Time (CUSTOMER): 96289 ms
Interruptions: 2
Overall Sentiment: AGENT=0.3, CUSTOMER=2.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/24/161a6fa4-7592-4ef1-a4d8-4b5bb6ea6794_20250424T18:10_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII]. I have a question regarding a claim that I just got an EOB from on my insurance, and I just uploaded it to the APL website. But I know in in other times, um, when I upload to the website, you know, I upload the EOB, but a lot of times it doesn't have a diagnosis code. So, um, I have to get like a prescription and with the diagnosis code to upload to, to the website.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] But in this case, um, the, I uploaded just the EOB because it was an emergency room visit. I broke my leg. So, I don't know, haven't provided me a diagnosis code or anything like that. So, I don't know what happens in that case.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Sure, yeah.
[AGENT][NEUTRAL] That's fine. um, so that all of that information you can get from the provider wherever you went for treatment, whatever hospital you went to, you would just give them a call, um, and just ask most of the time it would be the billing department that you would ask for, depending on how big the facility is, and just explain that you need the itemized statement that shows any diagnosis and procedure codes and they'll be able to get that to you.
[CUSTOMER][NEUTRAL] Yeah, because I'm looking right now because they don't have, they, everything is online with them, so they, they had me sign up for an app and so the app actually shows an itemized billing, but there's no uh that it doesn't have the actual codes. It says what the procedures were by name, but it has no codes. So does that work or no?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] OK. Yeah.
[AGENT][NEUTRAL] No, we would definitely have to have those codes. um I would try giving them a call and just explain that you are trying to file a claim and you need this information they should be able to work with you and get you that information as that's generally not something they would give on their own that's usually something you would have to ask for anyway.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Gotcha. OK. All right. Let me see. Let me see if I can track this down. And I, can I submit it?
[AGENT][NEUTRAL] All right, yeah, so it's so complicated.
[CUSTOMER][NEUTRAL] Yeah, I, I know, I am from previous experiences, I, I remember that. And the other question I have for you, if I upload that, do I need to upload again the EOB with it or can DOB be separate as a separate claim because I've already uploaded the EOB. So do I need to upload them both together?
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] So yeah, if you uploaded the EOB.
[AGENT][NEUTRAL] No that's perfectly fine. The only thing is um with the one that we you just uploaded the EOB, um, if you already uploaded that it might continue processing so it might deny as we're missing that information, but if you as long as you send that, that's perfectly fine you just might have to wait that just a little bit longer.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][POSITIVE] Got you.
[CUSTOMER][POSITIVE] OK. Sounds good. I appreciate it. Thank you so much.
[AGENT][NEUTRAL] Is there anything else I can
[AGENT][NEUTRAL] Of course.
[CUSTOMER][POSITIVE] No, that's it. Thank you.
[AGENT][POSITIVE] Oh yeah, thanks for giving us a call. Have a great rest of your day.
[CUSTOMER][NEUTRAL] Alright you too bye bye.