AccountId: 011433970860
ContactId: 192f48ee-04d7-4d1a-ab3c-99dafd126db8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 331170 ms
Total Talk Time (AGENT): 98152 ms
Total Talk Time (CUSTOMER): 58141 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/07/192f48ee-04d7-4d1a-ab3c-99dafd126db8_20250507T16:45_UTC.wav
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[AGENT][NEUTRAL] APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Uh-huh, I send in a claim about 2 months ago and I haven't heard of any assistance. I don't know what the number is, but I can give you my name.
[AGENT][POSITIVE] OK, I'd be happy to assist with your claim today. um, do you have your social?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] OK, and if you can verify your name.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And date of birth?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And what is your email address?
[CUSTOMER][NEUTRAL] Uh, it's
[CUSTOMER][NEUTRAL] Ms. [PII].
[AGENT][NEUTRAL] And you said you submitted a claim 2 months ago?
[CUSTOMER][POSITIVE] Yeah, mhm, I mailed it in, mailed out all the information they needed.
[AGENT][NEUTRAL] So I'm showing we still haven't received the EOBs or the diagnosis.
[CUSTOMER][NEUTRAL] OK, did they send me all the paperwork that they said they could give me. I don't know.
[CUSTOMER][NEUTRAL] What else they need?
[AGENT][NEUTRAL] Let me take a look at what you sent in.
[AGENT][NEUTRAL] I see the bill from Saint John's Clinic.
[AGENT][NEUTRAL] A bill from Tusla radiology.
[AGENT][NEUTRAL] Another one from Saint John's.
[CUSTOMER][NEUTRAL] Yeah one for pain management.
[AGENT][NEUTRAL] A receipt from yeah, uh, advanced pain of Tulsa. We got a
[AGENT][NEUTRAL] receipt from there.
[CUSTOMER][NEUTRAL] A receipt
[CUSTOMER][NEUTRAL] I send in all the paperwork from there.
[AGENT][NEUTRAL] It says payment receipt. I'm just reading what it says on the paperwork.
[AGENT][NEUTRAL] It says payment receipt.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] But I don't see who was your major medical at the time of these visits?
[CUSTOMER][NEUTRAL] OK, the main medical one at the vet was Doctor [PII].
[AGENT][NEUTRAL] No, no, no, your major medical. Who was your major medical insurance company in [PII]?
[CUSTOMER][NEUTRAL] We can changed now. I can't think of the name of the.
[AGENT][NEUTRAL] OK, so once you.
[AGENT][NEUTRAL] Call your um human resources to figure out who your prime her who your insurance was at the time. You need to contact them to get the explanation of benefits or what we call the EOB explanation of benefits because that is what we're going to use to determine payment.
[AGENT][NEUTRAL] We don't go by what the, the bills or receipts that you receive. We go by the explanation of benefits. And we also need the diagnosis information, the medical condition or the reason why you were being treated for each data service.
[CUSTOMER][NEUTRAL] Well,
[AGENT][NEUTRAL] So that's the information that we've been asking for.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, I don't know. I'll call and see what's, what's happening next. It's crazy.
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] OK, was there anything else I could assist with today?
[CUSTOMER][NEUTRAL] No, that's it.
[AGENT][POSITIVE] Thank you for calling ATL. You have a good day bye.
[CUSTOMER][NEUTRAL] Bye bye.