AccountId: 011433970860
ContactId: 24af7164-1817-4243-a887-bb1929fabdfe
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 715809 ms
Total Talk Time (AGENT): 190565 ms
Total Talk Time (CUSTOMER): 411452 ms
Interruptions: 3
Overall Sentiment: AGENT=0.6, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/14/24af7164-1817-4243-a887-bb1929fabdfe_20250114T21:04_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], my name is [PII]. I just spoke with one of your representatives, and we were talking about the explanation of benefits, and I would need to make sure that the what they call it, the ICD 10 code is on there.
[CUSTOMER][NEUTRAL] Um, on the explanation of benefits and I present it to you guys, submit it to you guys, and I wanted to because after I hung up with the, the young lady I saw where this could be if can you, if I give you a code, would you be able to tell me if that was, is that a ICD code for this particular.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. So, you ready?
[AGENT][NEUTRAL] Yes ma'am, yes, um, but Ms. [PII], Ms. [PII], first I'll need to um get your callback number just in case, yes, and verify the policy.
[CUSTOMER][NEUTRAL] It's
[CUSTOMER][NEUTRAL] Ver
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] No problem, [PII].
[AGENT][NEUTRAL] OK, and then what is your policy number?
[CUSTOMER][NEUTRAL] Um, the policy is going to be 014.
[CUSTOMER][NEUTRAL] 238.
[CUSTOMER][NEUTRAL] 90
[CUSTOMER][NEUTRAL] M as in Mary, L as in Larry, and the number 8.
[AGENT][POSITIVE] OK, thank you so much. Let me pull that policy in real quick.
[CUSTOMER][POSITIVE] No problem.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, Ms. [PII], what is your date of birth, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, and then what is your address, phone number and email address that we have on the policy for you?
[CUSTOMER][NEUTRAL] [PII] and then you said the mailing address?
[AGENT][NEUTRAL] Yes, please.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you for verifying the policy for me.
[AGENT][NEUTRAL] OK, let me look um now you said you had a procedure code that you wanted me to check to see.
[CUSTOMER][NEUTRAL] She, the lady that I was talking before you, she said that when I send in the explanation of benefits for my gap, um, supplement that I would need to make sure that she told me it's called ICD 10 code should be on the document that I'm sending you.
[AGENT][NEUTRAL] If it was
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And at the time she was, she was telling me just try one so I can see if that's it, but I noticed after I hung up with her that it could be this one because it shows a 10 after the letter.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] So can I, can I possibly.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Give you the code and see if that's what it is, the um.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes, ma'am. Go ahead and give that to me.
[CUSTOMER][NEUTRAL] I see the 10.
[CUSTOMER][NEUTRAL] Oh, it has here the letter A 10778.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] 52,000, but I don't think that's it, but we can see.
[CUSTOMER][NEUTRAL] I think that's my membership thing.
[AGENT][NEUTRAL] I'll look I'll.
[AGENT][NEUTRAL] OK, I'll go ahead and pull it in and see.
[AGENT][NEUTRAL] Yeah it's too many letters or too many numbers I should say for it to be a code um.
[CUSTOMER][NEUTRAL] Yeah, I
[CUSTOMER][NEUTRAL] I'm probably gonna have to call each one of these people.
[CUSTOMER][NEUTRAL] And see if I can get uh uh.
[AGENT][NEUTRAL] OK. Yes, ma'am. Each facility.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] And I don't even know. I'm looking here.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Quest Diagnostic, oh Lord.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEGATIVE] I don't even see a phone number on the explanation of benefit letter.
[CUSTOMER][NEUTRAL] Um, but this is from this is from.
[CUSTOMER][NEUTRAL] A me
[CUSTOMER][NEUTRAL] But it doesn't show the name of the, I know it's diagnostic Quest Diagnostic, but I don't see which, where the phone number is for it on this phone.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Do you want me to Google since I've got my computer up to see if I can find Quest Diagnostics phone number for you?
[CUSTOMER][NEUTRAL] But with it.
[CUSTOMER][NEUTRAL] Please, if you can't, that would be perfect. I, I can go, I go through each one of them, and you can help me with it. Let me, I gotta call a couple that's on the request. I just wanna so you won't be going back and forth with me. I'll try to hold on, let me make sure I get them all together. It's internal internal. It's actually only gonna be 3 people, so let's start with North Settewart, North Shore Medical Center.
[AGENT][NEUTRAL] Yes, let me sure.
[AGENT][NEUTRAL] What
[AGENT][NEUTRAL] OK. Oh.
[AGENT][NEUTRAL] OK, hold on real quick so first I've got quite diagnostic up. Can you give me the location? There's many locations.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] On here it doesn't show it. I, I think I went, oh my God, I think I went.
[CUSTOMER][NEUTRAL] To with this one, it was in, in [PII].
[CUSTOMER][NEUTRAL] Breast Cancer Center, I believe it is, is where I went with this one.
[AGENT][NEUTRAL] And what state is that in?
[CUSTOMER][NEUTRAL] Oh, I'm sorry, [PII] in [PII].
[CUSTOMER][NEUTRAL] Quest Diagnostics in [PII].
[AGENT][NEUTRAL] OK, let me look and see if I can find that for you.
[CUSTOMER][POSITIVE] Oh, thank you so much.
[AGENT][POSITIVE] You're very welcome.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And this was [PII].
[AGENT][NEUTRAL] OK. I see a Quest Diagnostics on [PII].
[CUSTOMER][NEUTRAL] Uh-huh, that's it.
[AGENT][NEUTRAL] [PII]. OK, the phone number is [PII].
[CUSTOMER][POSITIVE] Yeah, that's right.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, [PII]. OK, let me repeat it [PII].
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][POSITIVE] OK perfect thank you so much and then the next one is going to be.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Um, Stewart North Shore Medical Center.
[AGENT][NEUTRAL] OK, let me see if I can find that. OK, their phone number is.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, and the last one is Internal Medicine Association of Florida. Um, I think, oh my God, I think this one.
[CUSTOMER][NEUTRAL] I believe this one is where.
[CUSTOMER][NEUTRAL] I went initially and I this is like a this one is um.
[CUSTOMER][NEUTRAL] [PII]. Let me see if I can find the address because I don't quite remember. I only went once and I think that one.
[AGENT][NEUTRAL] I've got one pulling up for [PII] if you.
[CUSTOMER][NEUTRAL] Uh, internal medicine.
[AGENT][NEUTRAL] It's an internal medicine associates of South Florida.
[CUSTOMER][NEUTRAL] Yes, mhm.
[AGENT][NEUTRAL] OK. Yes, ma'am. That number is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK, I got have another. I have a lot of people. Jeez I that I went to this many people. OK, this is the last one and I think.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] I didn't realize I was going this many people. Um, this one is the vital imaging diagnostic Center. That's the one in [PII]. It's on [PII], and I would have to, let me see, can I.
[CUSTOMER][NEUTRAL] Find the address for you.
[CUSTOMER][NEUTRAL] 1100.
[AGENT][POSITIVE] I actually have it pulled up for you.
[CUSTOMER][NEUTRAL] OK. Go ahead.
[AGENT][NEUTRAL] OK. It's 305.
[CUSTOMER][NEUTRAL] Wait, wait, wait, wait, hold on, let me find it again.
[AGENT][NEUTRAL] F
[CUSTOMER][NEUTRAL] With that was the vital imaging, right? 305.
[AGENT][NEUTRAL] Yes, 305-596.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] 9992.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Oh, you're so sweet. Thank you so much.
[AGENT][NEUTRAL] Mhm. You're welcome, Ms. [PII].
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK, I think that's it. Let me make sure before I hang up with you because I gotta make sure I send all of these out.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Yeah this is because these are all no sure and OK, I'm good thank you so much for your help. Let me get started call.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] You're so very
[CUSTOMER][NEUTRAL] Did I get, I gave you the vital imaging, no, the vital imaging is the one that you won't need because.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Hold on 1 2nd before I hang up with you, just give me a second.
[CUSTOMER][NEUTRAL] Um
[AGENT][NEUTRAL] At the vital imaging Center was the last one that we looked up.
[CUSTOMER][NEUTRAL] I don't know if I did
[CUSTOMER][NEUTRAL] That's the last one we looked up, OK, OK, OK, and any one of those that says out of network is not going to.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] To work.
[CUSTOMER][NEGATIVE] That's not gonna work. It has to be the in network, right?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] I have one, sorry, I got one here Arho now Aventory is that the same one that I think I may have done for.
[CUSTOMER][NEUTRAL] It says ortho now the Aventur that's not, that's not the same as the as the one in Aventura uh for the, because the one that you gave me for the other Aventura was supposed to be for the diagnostic center for breast cancer.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] I do have the um I have the ortho ortho now also so for you I've just pulled it up if you'd like that number.
[CUSTOMER][NEUTRAL] So this
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Hey, what is it?
[AGENT][NEUTRAL] Yes, ma'am. 305.
[AGENT][NEUTRAL] 343-1365.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] You broke up at the one you say one what?
[AGENT][NEUTRAL] 365.
[CUSTOMER][NEUTRAL] OK, let me repeat it 305343-1365.
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][POSITIVE] OK, got it, thank you so much I appreciate your help.
[AGENT][POSITIVE] It's no problem at all, Ms. [PII]. You have a blessed night and thanks for calling APL.
[CUSTOMER][POSITIVE] OK thanks bye bye.
[AGENT][NEUTRAL] Bye-bye.