AccountId: 011433970860
ContactId: 1821526d-46ba-4f8a-abbb-d8b5b7b9d578
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 492799 ms
Total Talk Time (AGENT): 125065 ms
Total Talk Time (CUSTOMER): 332232 ms
Interruptions: 1
Overall Sentiment: AGENT=2.7, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/27/1821526d-46ba-4f8a-abbb-d8b5b7b9d578_20250327T13:52_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], you said [PII], right?
[AGENT][NEUTRAL] I
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] Yeah. Uh, my name is [PII], and um,
[CUSTOMER][NEUTRAL] Excuse me, do you need our policy number first?
[AGENT][POSITIVE] Yes, [PII], that would be great.
[CUSTOMER][NEUTRAL] OK, it's 996-576 and it's [PII].
[AGENT][NEUTRAL] OK, [PII], let me get a few pieces of information from you, if you don't mind. Um, what is your birth date?
[CUSTOMER][POSITIVE] Sure, absolutely. Oh, happy birthday.
[AGENT][POSITIVE] No, no, oh gosh, it is your birthday. Happy birthday. That's a great day.
[CUSTOMER][NEUTRAL] Is that what you said?
[CUSTOMER][NEUTRAL] It is, it is.
[CUSTOMER][POSITIVE] Yes, it is. Oh gosh.
[AGENT][NEUTRAL] Um, what's your good
[CUSTOMER][POSITIVE] I know mama was I know mama was happy.
[AGENT][POSITIVE] Right, exactly. It's always a great day, um.
[CUSTOMER][NEUTRAL] Yeah, anything else you need me to verify?
[AGENT][NEUTRAL] Uh, yes, can I get a good callback number?
[CUSTOMER][NEUTRAL] Yes you can. It is area code [PII].
[AGENT][POSITIVE] OK, perfect. And what is your address?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] And then lastly, a good email address.
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][POSITIVE] OK, thank you so much. What can I help with today, [PII]?
[CUSTOMER][NEUTRAL] OK, um.
[CUSTOMER][NEUTRAL] Um, we're at [PII], OK, and I believe we, um, I wrote the medical records requested something they sent it to me then I sent it to you guys and y'all actually um made a payment to me for 5000 maybe 78 something like that and I did was the 78 something to do with um.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Our travel to and from.
[AGENT][POSITIVE] Um, let's see what do we have here? Yes, that's what that was for. That is correct.
[CUSTOMER][NEUTRAL] I, I'm, I'm wanting to say I was wanting to know she said that um.
[CUSTOMER][NEUTRAL] I, when I went down to medical records because we've been in the hospital for 7 or 8 days, um.
[CUSTOMER][NEUTRAL] I went down to talk to her about the easiest method for me to do this and she said they would send the information directly to you.
[AGENT][POSITIVE] Oh, OK, great.
[CUSTOMER][NEGATIVE] So I wouldn't have to request it. So I was hoping that that would be OK. Um, she's got me so, yeah, she's got me so, well, it's we're not that good with um
[AGENT][POSITIVE] Absolutely. Yeah, that's no problem.
[CUSTOMER][NEUTRAL] Technology, so.
[CUSTOMER][NEGATIVE] They asked for an address and I used uh [PII], but I think it was I don't think they're using it to mail anything. I noticed the PO box is there you have a PO box.
[AGENT][POSITIVE] That's correct, yes. Use that PO box, yeah, the PO box, yeah.
[CUSTOMER][NEUTRAL] As well.
[CUSTOMER][NEUTRAL] But I didn't I didn't write it down so I've got it though and I've got y'all's phone number, your fax number um I know they're going to be um.
[CUSTOMER][NEUTRAL] Sending it electronic, but do they uh.
[CUSTOMER][NEUTRAL] They asked for an email address.
[AGENT][NEUTRAL] Um, we don't
[CUSTOMER][NEUTRAL] And the only thing I.
[AGENT][NEUTRAL] Yeah, we don't do email because it's not secure, but we do do electronic. There's an electronic payer ID and you might share that with them, they'll know what it means.
[CUSTOMER][NEUTRAL] Oh, you don't?
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] OK, let's see if that's gonna be the information to be just wanna check out. OK, that's something else. I'm gonna go ahead and write. I'm gonna mark out email.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I'm gonna say a.
[AGENT][NEUTRAL] Hey
[AGENT][NEUTRAL] Yeah, just say payer ID.
[CUSTOMER][NEUTRAL] Chronic
[CUSTOMER][NEUTRAL] Payer ID, payer.
[CUSTOMER][NEUTRAL] ID.
[CUSTOMER][POSITIVE] OK, I'm ready.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] It's 60801.
[CUSTOMER][NEUTRAL] 60801
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] 60801 and then I'm gonna check off electronic for him.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] And then when you get the information if you're you have questions or anything you either ask them or you send something to me.
[CUSTOMER][NEUTRAL] For me to find out, correct.
[AGENT][POSITIVE] That's correct.
[AGENT][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] OK. I
[CUSTOMER][POSITIVE] OK, well that's gonna make one little step for me a little bit easier.
[AGENT][POSITIVE] Totally understand.
[CUSTOMER][NEUTRAL] Then then them send it may requesting because I'm just wanting to send it all to you and you can just pay me what I'm, you know, entitled to because some things are gonna be under the covered under the policy and then there's probably a lot of things because labs are not, are they?
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Um, let's see.
[AGENT][NEUTRAL] Let me pull up your policy real quick if you'll give me just a moment.
[CUSTOMER][POSITIVE] Sure, no, no problem at all.
[AGENT][NEUTRAL] Well, how's your birthday going so far?
[CUSTOMER][POSITIVE] Well, I'm sitting in the hospital room, but I, you know what, we might go home today, so it's, it's getting better.
[AGENT][POSITIVE] That is great news. That's great news. Yeah.
[CUSTOMER][POSITIVE] Just getting to in in our own bed it'll be nice.
[AGENT][POSITIVE] Oh gosh, absolutely, absolutely.
[AGENT][NEUTRAL] OK, so let's look at what's covered under your policy and just this is not a guarantee of payments, just a basic outline of your policy.
[CUSTOMER][NEUTRAL] Of course.
[AGENT][NEUTRAL] Let's see
[AGENT][NEUTRAL] OK, you said labs, is that right?
[CUSTOMER][NEUTRAL] Yeah, I just mentioned labs because it seems like every time I turn around we're doing labs so.
[AGENT][NEUTRAL] There is a small benefit for lab. Yeah, it's just so for like a diagnostic testing, which would be like lab, it's $50 per calendar year.
[CUSTOMER][NEUTRAL] I just use that
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, OK, OK.
[CUSTOMER][NEUTRAL] That that you know what that um is up there for the benefits.
[CUSTOMER][NEUTRAL] Um, the diagnostic testing and stuff like that, that you can follow once a year. I see, but nothing as far as through the cancer stuff.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Um, I know there's some hospitals, some anesthesia. We did have to have an outpatient thing, but they're gonna, y'all need it, you must have gotten that, but you didn't have really what you needed. You needed some codes and things, I think y'all told me. So yeah, it was an itemized bill. It was an itemized bill from this that little outpatient surgery in the hospital stuff.
[AGENT][POSITIVE] Uh, correct.
[AGENT][POSITIVE] Yes, that's correct.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] So, um, OK, well, what we're going to do or she's gonna do for me is she's gonna go ahead and send you.
[CUSTOMER][NEUTRAL] The things basically from the beginning.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And down to right before, right before we went in the hospital because since we're not out, we'll just um hang tight and apply for that at the, at the next step.
[AGENT][NEUTRAL] OK
[AGENT][POSITIVE] OK, that sounds good.
[CUSTOMER][NEUTRAL] OK, OK, can you think of anything you need to tell me that I might not.
[CUSTOMER][NEUTRAL] Be thinking of.
[AGENT][NEUTRAL] Not that I, not that I can think of, just sending you good wishes to get out of there today, get home.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Well thank you we need that we need that so thank you and I appreciate your time today too.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] OK, and again, happy birthday and have a wonderful day, [PII].
[CUSTOMER][POSITIVE] Thank you so much. Bye-bye.
[AGENT][NEUTRAL] Bye bye.