AccountId: 011433970860
ContactId: 1b1a11c0-86c9-4e31-9a25-27808f6097c1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 196059 ms
Total Talk Time (AGENT): 102851 ms
Total Talk Time (CUSTOMER): 60501 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/29/1b1a11c0-86c9-4e31-9a25-27808f6097c1_20250429T15:09_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I just filed a few claims at the same time and I got a response back and it looks like it's all at 0 and that.
[CUSTOMER][NEUTRAL] I might need to provide further information, but I'm not sure how to file the claim, I suppose so I need some assistance.
[AGENT][NEUTRAL] OK, yes, ma'am. I can assist you um with filing the additional information. Um first, could I get your name and a good callback number?
[CUSTOMER][NEUTRAL] Sure, it's [PII] and the number is [PII].
[AGENT][NEUTRAL] Thank you, [PII]. Now, could I get your policy number, please?
[CUSTOMER][NEUTRAL] It is 02567751.
[AGENT][NEUTRAL] OK. Thank you. Now, please verify your first and last name and your date of birth.
[CUSTOMER][NEUTRAL] It is [PII], and my date of birth is [PII].
[AGENT][NEUTRAL] And please verify your mailing address and email address.
[CUSTOMER][NEUTRAL] [PII] and my email is [PII].
[AGENT][NEUTRAL] OK. Thank you. One moment, please.
[AGENT][NEUTRAL] OK. I'm showing that all we need is your diagnosis code because under this policy, um, we only cover services that are related to an illness or an injury, so we would need to verify your diagnosis code. So you would need to get um um documentation from your
[AGENT][NEUTRAL] Provider's office for the dates of services and um just um reference the claim number and resubmit that information um the same way that you uploaded the previous information so that we can get the claims um reprocessed and paid for you.
[CUSTOMER][NEUTRAL] So, illness or injury, so I had some basically test results that came back bad and then they had to do a procedure. Does that count?
[AGENT][NEUTRAL] Yes, ma'am, it does. So, yeah, just get the diagnosis code from them.
[CUSTOMER][NEUTRAL] OK, so I just, OK.
[AGENT][NEUTRAL] And it would have to be on um documentation. Mhm.
[CUSTOMER][NEUTRAL] OK, then I just, mhm.
[CUSTOMER][POSITIVE] I'm so sorry. Keep, go, go ahead.
[AGENT][NEUTRAL] Oh, no problem. Just make sure that it's on documentation that you um got from your provider's office and let us know specifically what dates of services for that it's for. I'm showing that there's two dates of services, one for [PII] and one for [PII], and if it's for both dates of services, just let us know, um, and yeah, reference this claim number 359-4977 so that we'll know that you're resubmitting documentation and get this claim paid and upload that information.
[CUSTOMER][POSITIVE] OK, great, thank you so much.
[AGENT][NEUTRAL] OK. Is there anything else I can assist you with?
[CUSTOMER][NEUTRAL] Nope, that should do it.
[AGENT][POSITIVE] OK. Well, I thank you again, [PII] for calling ATL. You have a great rest of your day. Mm bye.
[CUSTOMER][NEUTRAL] You as well bye bye.