AccountId: 011433970860
ContactId: 1ee65edf-35ab-4106-8c5a-287cdaa08228
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 222029 ms
Total Talk Time (AGENT): 82558 ms
Total Talk Time (CUSTOMER): 111446 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/05/1ee65edf-35ab-4106-8c5a-287cdaa08228_20250205T19:18_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I'm calling in reference to my claim. Um, you all are requesting more information, which is the explanation of benefits. It's just I called the insurance and they don't have it ready yet. I just wanna make sure that you don't close the claim.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. What's your name?
[CUSTOMER][NEUTRAL] Uh [PII] I have the claim number as well.
[AGENT][NEUTRAL] Uh, let me have the policy number if you have that.
[CUSTOMER][NEUTRAL] 02458411.
[AGENT][NEUTRAL] OK, and what claim number do you have?
[CUSTOMER][NEUTRAL] 3556688
[AGENT][POSITIVE] OK, thank you. What's a good phone number, [PII], in case we're disconnected?
[CUSTOMER][NEUTRAL] Area code [PII].
[AGENT][NEUTRAL] OK, thank you. One moment.
[AGENT][NEUTRAL] And um now is your name [PII]? You're the policy holder?
[CUSTOMER][NEUTRAL] No, I'm the policy holder. My husband is the one that was in the hospital, [PII].
[AGENT][NEUTRAL] OK. Can you verify your date of birth and mailing address for me?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] And your email address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] I'm showing maybe a work email on file?
[CUSTOMER][NEUTRAL] That would have been [PII].
[AGENT][NEUTRAL] OK, do you wanna leave that one on there or change it to your personal?
[CUSTOMER][NEUTRAL] Change it to my personal one, yeah.
[AGENT][NEUTRAL] OK, can you give me that again slowly?
[CUSTOMER][NEUTRAL] Uh, like my name, uh [PII]. That's [PII].
[AGENT][NEUTRAL] And is that [PII] or?
[CUSTOMER][NEUTRAL] [PII], yes.
[AGENT][POSITIVE] OK. Thank you.
[AGENT][NEUTRAL] OK, and so you said that the primary ELB is not prepared yet, which is fine, um, there's no timely filing limit in which to submit it to us, so that's fine.
[CUSTOMER][POSITIVE] Correct. Mhm.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, I was just making sure because I, they told me that they're still working on that so.
[AGENT][NEUTRAL] OK, let me look at something. And it looks like we still need the diagnosis code as well?
[CUSTOMER][NEUTRAL] I'm, I'm working.
[CUSTOMER][NEGATIVE] Which is on the, is that it's on the, I mean, I sent you the bill from the hospital that should have the diagnosis code. I don't understand why.
[AGENT][NEGATIVE] It did not.
[CUSTOMER][NEUTRAL] Oh, OK, so the EOB, OK, so you need the diagnosis code.
[AGENT][NEUTRAL] Yeah, which is the itemized bill? Is this the hospital bill? Yeah, looking at the price. I can give you the form. I can give you the form name Aurora to ask for that'll make it easier.
[CUSTOMER][NEUTRAL] Oh [PII].
[CUSTOMER][NEUTRAL] Yeah, like, and
[CUSTOMER][NEUTRAL] OK, OK. What is it, ma'am?
[AGENT][NEUTRAL] Um, so you, it's, it's an acronym. It's U as in university, B as in boy.
[AGENT][NEUTRAL] 04.
[AGENT][NEUTRAL] That is the itemized bill for the hospital, yes, their billing department.
[CUSTOMER][NEUTRAL] OK, and I'm gonna add to the hospital.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, perfect. I will call them right now and then um as soon as I have the UHC I'll send that as well.
[AGENT][POSITIVE] OK, very good.
[CUSTOMER][POSITIVE] Thank you, ma'am.
[AGENT][POSITIVE] Any. All right. If no other questions, thanks for calling APL [PII]. Have a good day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.