AccountId: 011433970860
ContactId: 1f461751-8637-4ed3-bf89-4ffba76bddd4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 382609 ms
Total Talk Time (AGENT): 132730 ms
Total Talk Time (CUSTOMER): 211712 ms
Interruptions: 2
Overall Sentiment: AGENT=0.4, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/14/1f461751-8637-4ed3-bf89-4ffba76bddd4_20250214T21:47_UTC.wav
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[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Thank you for calling APL this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], um, I'm trying to find out some information on a claim I filed.
[AGENT][NEUTRAL] OK, I can help you with claim status. Can I please get your name and your callback number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, my name is [PII]
[AGENT][NEUTRAL] OK, thank you Miss [PII] and what is your call back number?
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] It's uh [PII].
[AGENT][NEUTRAL] Thank you. And your policy number, please?
[CUSTOMER][NEUTRAL] Uh, policy number, where is that one? Let's see.
[CUSTOMER][NEUTRAL] 01888771.
[AGENT][NEUTRAL] OK, let me look that up for us real quick.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] OK, Ms. [PII], for security reasons, I'm gonna need for you to verify your date of birth.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, ma'am and then also I'll need for you to verify your address, phone number and email address that we have on the policy for you.
[CUSTOMER][NEUTRAL] Uh, address [PII].
[CUSTOMER][NEUTRAL] What else? Sorry.
[CUSTOMER][NEUTRAL] I have a short memory today.
[AGENT][NEUTRAL] Your email address? That's OK. That's OK.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Um, it's, uh, oh, which one did I put on there, uh.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] No, ma'am. It looks like it could be a work.
[CUSTOMER][NEUTRAL] If it's not that I put my work. OK, it's [PII].
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK, and then the phone number that you gave me to call you back on if we're disconnected, is that your cell phone number, Ms. [PII]?
[CUSTOMER][NEUTRAL] That is my cell phone, mhm.
[AGENT][POSITIVE] OK, great. All right, thank you.
[AGENT][NEUTRAL] Alright, let me see.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, I show that.
[AGENT][NEUTRAL] You had a claim that was sent in on the latest one was sent on [PII].
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] For yourself? OK, let me pull that one up.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, it was all the same claim, but the first time they sent back, so they needed something, um, they needed my bill, the copy of my bill, which then I, I, I finally got that from was managed to get that from the hospital and I sent that in.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, so now it is seeing that we need your diagnosis code for the data service.
[AGENT][NEUTRAL] And that this information may be obtained from your physician.
[CUSTOMER][NEUTRAL] OK, so how do.
[CUSTOMER][NEUTRAL] Do you know like what like because at the hospital I had a number of doctors that saw me, so how do I know or is it my primary care? Would they have sent something to my primary care?
[CUSTOMER][NEUTRAL] Do you know that's what I'm trying to figure out who to get that from.
[AGENT][NEUTRAL] Uh,
[AGENT][NEUTRAL] Now,
[AGENT][NEUTRAL] Um, you're gonna get it from HCA Florida Lake Monroe Hospital. Um, it looks like we're gonna need it for.
[CUSTOMER][NEUTRAL] OK, so the bill that I.
[AGENT][NEUTRAL] Looks like we're gonna need it for the, the hospital stay, the ER.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And the CT.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so the hospital stay, the ER, and the CT.
[CUSTOMER][NEUTRAL] OK, so I need to call them. OK, so I'm gonna make a note to myself to call HCA OK.
[CUSTOMER][POSITIVE] Alright, I will see what I can do.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, oh, you know what? I
[AGENT][NEUTRAL] All right, Ms. [PII], I.
[AGENT][NEUTRAL] Oh
[CUSTOMER][POSITIVE] Wanna say I'm thinking because I think that they gave me I think I can sign on now.
[CUSTOMER][NEUTRAL] And go into that and I think.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Now, if, if you get it, you can do it as simple as um writing the diagnosis code down on your explanation.
[AGENT][POSITIVE] of benefits and resubmitting it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I just have to figure this. OK, I'm gonna have to figure out because I think I found it, but I don't, it's for some reason my password isn't stored, so I'm gonna have to look for my password.
[AGENT][NEUTRAL] Oh, OK. Yes, ma'am. Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, alright, so, um, so when I get it I just have to so, well I guess I'll go in and look and see because I think they have all of my records on there now or they should have.
[CUSTOMER][NEUTRAL] Um, so I'm looking for something that says diagnosis.
[AGENT][NEUTRAL] Yes, the diagnosis code, um, usually starts with a D. um.
[CUSTOMER][NEUTRAL] Um.
[AGENT][NEUTRAL] No, it starts with like an ICD 10.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then digits.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I will see if I can find it. If not, I will call HCA.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So for my, for my emergency, my my admission stay, and then my [PII]
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] All right thank you.
[AGENT][NEUTRAL] OK
[AGENT][POSITIVE] You're very welcome, Ms. [PII]. I hope you have a good Valentine's tonight and thanks for calling APL.
[CUSTOMER][NEUTRAL] Alright,
[CUSTOMER][POSITIVE] Thank you you too.
[AGENT][NEUTRAL] Bye-bye, ma'am.
[CUSTOMER][NEUTRAL] Bye bye.