AccountId: 011433970860
ContactId: 1b1282db-4a31-487d-9f88-4891e5c2baf0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 217250 ms
Total Talk Time (AGENT): 51337 ms
Total Talk Time (CUSTOMER): 122456 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/11/1b1282db-4a31-487d-9f88-4891e5c2baf0_20250411T15:04_UTC.wav
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[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I just have a quick question.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, so my son, he was born [PII], and his dad had added him to this insurance whenever he was born because they wouldn't let him add him before then, like just, I don't know if that makes sense. But I've been trying to file the claim so his like that bill can be taken care of, but I don't, um, like I, I'm not sure what I'm missing. I did.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Go back on and download it. Um.
[CUSTOMER][NEGATIVE] And it says that it's missing.
[AGENT][NEUTRAL] Do you have a policy number I can look at?
[CUSTOMER][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] Um, yes, it's 024.
[CUSTOMER][NEUTRAL] 77901
[CUSTOMER][NEUTRAL] If I am being, if I'm correct.
[AGENT][NEUTRAL] And you have your son's name and date of birth?
[CUSTOMER][NEUTRAL] It's [PII]
[CUSTOMER][NEUTRAL] And then it's [PII]
[CUSTOMER][NEUTRAL] And then [PII], his date of birth is [PII].
[AGENT][NEUTRAL] And do you have the address on the account?
[CUSTOMER][NEUTRAL] Um, it should be [PII].
[AGENT][NEUTRAL] And do you have a good callback number?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and what was that date? So was it for the birth? Uh, is that the date of service?
[CUSTOMER][NEUTRAL] Yes. Yes, yeah.
[AGENT][NEUTRAL] OK, and then did you have a specific claim that you were trying to file or what or is there one that we've already processed?
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] Um, so the claim number is 354946.
[CUSTOMER][NEGATIVE] 9. And it's just his, just the bill that I got from the hospital, really, they didn't apply that insurance to that bill.
[CUSTOMER][NEUTRAL] And so I'm just trying to see like.
[CUSTOMER][NEUTRAL] I, I guess just.
[CUSTOMER][NEUTRAL] I don't know if it'll cover the whole thing or what it will cover.
[AGENT][NEUTRAL] Um, it looks like we need a diagnosis code for the date of service.
[CUSTOMER][NEUTRAL] OK. OK.
[AGENT][NEUTRAL] So we have to have, it's a specific code for the date.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Um.
[AGENT][NEUTRAL] Um, which you should be able to get from the provider. They can either supply you with a claim, an actual claim for the date, which will include the diagnosis on it or um some type of documentation that shows the diagnosis.
[CUSTOMER][NEUTRAL] OK and so if I get that, can I just go and um do I need to call you guys back or can I just go and add it the same way that I added this claim?
[AGENT][NEUTRAL] Yes, you can upload it the same way.
[CUSTOMER][POSITIVE] OK, OK, I will call them and get that from them. Thank you so much.
[AGENT][POSITIVE] OK, thanks for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You as well.