AccountId: 011433970860
ContactId: 29bd9f4f-5df6-4329-a04b-183c4ec7d18a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 423950 ms
Total Talk Time (AGENT): 201141 ms
Total Talk Time (CUSTOMER): 137552 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/12/29bd9f4f-5df6-4329-a04b-183c4ec7d18a_20250512T15:07_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] I'm calling about a claim on claim number 00736888. I want to see if you all have received the UBO is it UBO form anyway, the form that gives from the hospital gives all the um quotes and all of that or just the status then of the phone.
[AGENT][NEUTRAL] OK, are you, so you're calling to regarding claim status, is that correct?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, I can help you with that. Are you the insured or are you calling from a provider's office?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And sure.
[AGENT][NEUTRAL] OK, and what is your name, please?
[CUSTOMER][NEUTRAL] They own passport, passport.
[AGENT][NEUTRAL] I'm so sorry, I did not understand you.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, Ms. [PII], what is a good callback number for you, please?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, and your policy number, please?
[CUSTOMER][NEUTRAL] 00736888
[AGENT][NEUTRAL] OK, thank you. So give me a couple of moments to get all of your information pulled on Miss I, then I will have to verify several things with you for security and also any information that is provided today would be a verification of benefits and not a guarantee of payment.
[AGENT][NEUTRAL] So first off, if you could please verify your date of birth.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and your home mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. The phone number we have on file for you is the same as the one that you gave me, so that is your best number that we should have, is that correct?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] Thank you. And lastly, your email address, please?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] The [PII].
[AGENT][NEUTRAL] OK, thank you. Now, Ms. [PII], while some additional information is loading, have you set up your profile in our portal so that you can have access also to your information online?
[CUSTOMER][NEUTRAL] No, I haven't done that yet.
[AGENT][NEUTRAL] OK, I have a user guide, Ms. [PII], that gives instructions on how to set that up and then.
[CUSTOMER][NEUTRAL] Yes, hold for a moment.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] What is it? What is it? Some second. What is it?
[CUSTOMER][NEUTRAL] [PII] Palm Beach Airport. It's a distance.
[CUSTOMER][POSITIVE] Fort Lauderdale is so much better. OK, I'm so sorry, ma'am.
[AGENT][NEUTRAL] Oh that's OK. So what I was saying is I have a user guide for our portal that I'll be happy to send to you via email and I'll send that to you now, but it does give you instructions on how to set it up and then the different ways that you can use it. So just one moment.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so that email, Miss [PII] that you're gonna receive from me should come from [PII] at [PII].
[AGENT][NEUTRAL] And I did put APL online service center in the subject line so that that's easy for you to recognize, OK?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] It does look like what is the data er well first off what is the data service that you're calling in regards to?
[CUSTOMER][NEUTRAL] [PII] um [PII].
[AGENT][POSITIVE] I'm so sorry. Can you say that again?
[CUSTOMER][NEUTRAL] It's from [PII] through the end of end of March, sorry.
[AGENT][NEUTRAL] OK, so it's a hospitalization from [PII] through the end of March. Is that correct?
[CUSTOMER][NEUTRAL] Yeah, those are all the claims, yeah, all the claims from that time to that time.
[AGENT][NEUTRAL] OK, so let, OK, so you don't have specific dates of service?
[CUSTOMER][NEUTRAL] Well, [PII] is, is one day. That's when it started and it's, it's, it's a, it's a treatment for, um, one second.
[CUSTOMER][NEUTRAL] It's, it's a treatment for radiation, cancer radiation. So every day you're going in. So you're going in from the [PII] and it went through, I think it went through March, the end of March. So all the claims goes through the hospital.
[AGENT][NEUTRAL] OK, I can
[AGENT][NEUTRAL] Mhm, ma'am, go ahead.
[CUSTOMER][POSITIVE] Go ahead I'm sorry, I'm sorry.
[AGENT][NEUTRAL] That's OK. Give me just a.
[CUSTOMER][NEUTRAL] Yeah, so it's all the claim.
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] OK, so it looks like that there was a UB received on [PII].
[AGENT][NEUTRAL] And that is in line for processing. What hospital is it that we would be receiving that from?
[CUSTOMER][NEUTRAL] He's from Northside Hospital.
[AGENT][NEUTRAL] OK. OK, so it does look like that that information that was received on [PII] did come from Northside Hospital, but again, it is in line for review. Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right, no problem. Just checking to see if they have sent it in.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh yes ma'am, it does look like that that has been sent to us and again it is in line for review. Now once you set up your profile in our portal, you should have access, you know, to be able to see the different claims that we have on file. You can opt in also for text notification alerts if you like so that when we do review a claim, the Hopwood, um, you would get a notification about that.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm. OK.
[AGENT][POSITIVE] But if you have any questions um on setting it up, you can always call us back and we'd be happy to help you.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] All right, no problem. I thank you very much. I appreciate your help, OK?
[AGENT][POSITIVE] Well, you're very welcome, Miss [PII]. It was my pleasure. Can I help you with anything else today?
[CUSTOMER][NEUTRAL] No, nothing else. I've just, you got my, um, information. I wanted to know was whether they sent it in and it came was in process and, and you answered that question.
[AGENT][POSITIVE] OK, then. Well, thank you so much for calling APL and I hope that you have a very nice day.
[CUSTOMER][POSITIVE] Thank you very much bye bye.
[AGENT][NEUTRAL] Yes, ma'am. Bye-bye.