AccountId: 011433970860
ContactId: 1c7c45dc-75dc-41cb-8e0f-2e88382c614b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 366890 ms
Total Talk Time (AGENT): 176365 ms
Total Talk Time (CUSTOMER): 130188 ms
Interruptions: 2
Overall Sentiment: AGENT=1, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2024/12/30/1c7c45dc-75dc-41cb-8e0f-2e88382c614b_20241230T19:30_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Y'all just now got billed for it. Uh, yes, ma'am. Uh, I need to file a claim for some hospitals.
[CUSTOMER][NEUTRAL] Uh, uh, and, uh.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] For your hospital identity? OK, yeah, I can help you get those claims filed. Um, what was your name?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] OK, [PII], really quick, can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Uh yeah [PII].
[AGENT][NEUTRAL] OK, thank you. Do you have your policy number?
[CUSTOMER][NEUTRAL] Uh, policy number.
[CUSTOMER][NEUTRAL] Um, yes.
[CUSTOMER][NEUTRAL] 02259502
[AGENT][NEUTRAL] OK thank you one moment.
[CUSTOMER][NEUTRAL] And the hos, yeah, the hospital stays were during the policy cover period.
[AGENT][NEUTRAL] Got you, OK.
[AGENT][NEUTRAL] Alright, just gonna verify some information from you really quick, [PII], can I get your date of birth please?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and then can I get your mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect. Last thing I need is the email address that we've got on file for y'all uh looks like it might be through the employer for the uh primary.
[CUSTOMER][NEUTRAL] Uh, yeah, it might be, is it [PII] did you use? OK.
[AGENT][NEUTRAL] Um, it's actually [PII].
[CUSTOMER][NEUTRAL] Oh, that's [PII], yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, so we've got a policy.
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] OK, yes, effective between [PII], so you've got a few different options for sending those uh claim information to us. um, I could give you a we've got our mailing address I've got a fax number, um.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Well, since it's not, did y'all create an online portal before?
[CUSTOMER][NEUTRAL] Uh, did you create an online portal?
[CUSTOMER][NEUTRAL] I don't think.
[AGENT][NEUTRAL] OK, if not then you wouldn't be able to since it's already terminated um.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEGATIVE] I could have used my
[AGENT][NEUTRAL] But I can still give you this other information.
[CUSTOMER][NEUTRAL] OK, what now?
[CUSTOMER][NEUTRAL] So we still won't be able to make a claim regardless.
[AGENT][NEUTRAL] Oh, you can absolutely. I, I was just saying it would be um if you had access to the portal um but I do have our mailing address and do you have access to a fax number I can give you that as well, a fax machine.
[CUSTOMER][NEUTRAL] Uh, can we do email?
[AGENT][NEUTRAL] Um, I can give you an email address, yes, let me know when you're ready for that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Email
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Yes, are you ready for it?
[CUSTOMER][NEUTRAL] Yeah, go ahead.
[AGENT][NEUTRAL] OK, it's [PII]
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] So, [PII].
[CUSTOMER][NEUTRAL] What?
[AGENT][NEUTRAL] The word [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] [PII]. I'll read this back to you one more time [PII].
[AGENT][POSITIVE] Correct. Sure.
[AGENT][POSITIVE] That's correct, yes, OK, so.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] The information that we would need for claims [PII], it's gonna be the itemized statement.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] That shows diagnosis and procedure codes.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] And you can get that information from the provider that you went to for treatment.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Procedure.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] Diagnosis and procedure codes.
[CUSTOMER][NEUTRAL] Alright. OK.
[AGENT][NEUTRAL] Yes, um, and then of course we would need the correct claim form filled out you can get that on our website or I can email one to you if you'd like.
[CUSTOMER][NEUTRAL] Uh, can you email it to my email?
[AGENT][NEUTRAL] Sure, what's your email?
[CUSTOMER][NEUTRAL] Uh, [PII]. So that's [PII].
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, I'm sorry um it was [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] [PII]. OK.
[AGENT][NEUTRAL] All right. And then bear with me just a moment.
[AGENT][NEUTRAL] Alright and uh did you need a copy of your policy as well that does show what was and was not covered? I could email that to you as well if you'd like.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Yeah, go ahead, go ahead, just in case.
[AGENT][POSITIVE] OK, sure, it's very easy to read and it does state, you know what is and isn't covered dollar amounts, things like that.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Alright, I will get all of that sent to you, [PII]. Did you have any other questions for me?
[CUSTOMER][POSITIVE] Oh, that'll do it thank you.
[AGENT][POSITIVE] OK, yeah, thanks for calling [PII]. I hope you all have a happy new year.
[CUSTOMER][POSITIVE] Yes ma'am, you too.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Bye.