AccountId: 011433970860
ContactId: 2a7ec9ea-1b1c-46bf-a8cf-37c1dc0165b6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 263279 ms
Total Talk Time (AGENT): 101965 ms
Total Talk Time (CUSTOMER): 134028 ms
Interruptions: 1
Overall Sentiment: AGENT=0.7, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/14/2a7ec9ea-1b1c-46bf-a8cf-37c1dc0165b6_20250114T17:23_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL this is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] in customer service. How are you?
[AGENT][POSITIVE] I'm good how are you?
[CUSTOMER][NEUTRAL] I'm fine, thank you, ma'am. Miss [PII], I have policy number 2551386.
[AGENT][NEUTRAL] OK, what's going on?
[CUSTOMER][NEUTRAL] For for [PII], he just needs some assistance with um a claim, getting a claim filed something like that.
[CUSTOMER][NEUTRAL] I did verify his information. um, I can give you his callback number which is the same as the cell phone number in the system so I can give that to you.
[AGENT][NEUTRAL] OK, what is it?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] OK, so you said he needs assistance doing what now?
[CUSTOMER][NEUTRAL] Claims with his claims.
[AGENT][NEUTRAL] But
[AGENT][NEUTRAL] Filing a claim?
[CUSTOMER][POSITIVE] I believe so, yes.
[AGENT][NEUTRAL] OK, you can send it through.
[CUSTOMER][NEUTRAL] I'm sorry, I think that's what he said, honey. I know he said claims and so but I do apologize.
[AGENT][NEUTRAL] OK, yeah, that's fine.
[CUSTOMER][POSITIVE] Right, thank, thank you, [PII]. Have a good day.
[AGENT][NEUTRAL] You too, bye bye.
[CUSTOMER][POSITIVE] Thank you. Bye.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Hey [PII], this is [PII] in the claims department, um.
[AGENT][NEUTRAL] I'm a little confused on what we're doing here. Can you kind of explain everything to me?
[CUSTOMER][NEUTRAL] Yes, I was just calling because I had a few questions I wanted to ask about, um, filing a claim.
[AGENT][POSITIVE] OK, I can definitely help um so what's your questions and then we'll go from there.
[CUSTOMER][NEUTRAL] Um, well, I was logged on and I was looking at it said that I had to submit, um, in order to file a claim I had to submit a, I guess the bill, um, I'm trying to find out where it said it.
[CUSTOMER][NEUTRAL] At
[CUSTOMER][NEUTRAL] And I did
[CUSTOMER][NEUTRAL] I can't find where it was at, but it said that I had to submit.
[CUSTOMER][NEUTRAL] Uh, the bill and the provider's information, um, but my question was, um, I go to the [PII] for this, so I don't really get a bill in the mail or I don't get any statement.
[AGENT][NEUTRAL] OK, so
[CUSTOMER][NEUTRAL] So I don't know what I would need to provide.
[AGENT][NEUTRAL] OK. Let me ask you this. Did you go, did something happen? Did you go to the doctor? Um,
[CUSTOMER][NEUTRAL] Well, I have a, I have surgery coming up.
[AGENT][NEUTRAL] I guess I just need a little bit of information here.
[AGENT][NEUTRAL] OK, so you have surgery.
[CUSTOMER][NEUTRAL] I have a surgery coming up. Mhm.
[AGENT][NEUTRAL] OK. So what we'll, what we'll need um is after your surgery takes place, um, unfortunately, you can't file a claim until after it's done, until after the data service. So after that surgery is performed, what you'll need to get um is hopefully you'll be able to go to the facility and get an itemized billing statement.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And typically on that statement it will be the data service, the charges, and the diagnosis codes.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And then that's what um
[CUSTOMER][NEUTRAL] And um
[CUSTOMER][NEUTRAL] My
[CUSTOMER][NEUTRAL] Billing statement.
[AGENT][NEUTRAL] That's what we'll need.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] OK, um, uh, yeah, I just didn't know what I would need to do in, in that situation since it's handled through the VA, but OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] It's nothing
[CUSTOMER][NEUTRAL] I'm just trying to get everything ahead of time, I mean not ahead of time but plan out what I need to know.
[AGENT][NEUTRAL] No, I
[AGENT][NEUTRAL] Right, definitely, I understand. So it's nothing that the VA typically will send you or anything like that, um, it's just an itemized billing statement that you'll need.
[CUSTOMER][NEUTRAL] OK. Yeah, I'll try to just go to the hospital and see what after I had the surgery and find out um where I need to go and, and get all that information.
[AGENT][NEUTRAL] You can typically go to the um the billing department or the medical records and they'll be able to provide you that information.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] Um,
[CUSTOMER][POSITIVE] All right, perfect. Thank you so much for your help.
[AGENT][NEUTRAL] Yes, sir. Uh-huh. Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] No, that was everything I just needed to know.
[AGENT][POSITIVE] OK, well thank you for calling APL and if you have any more questions, definitely give us a call back.
[CUSTOMER][POSITIVE] Uh, thank you so much.
[AGENT][NEUTRAL] Uh-huh, bye bye.
[CUSTOMER][NEUTRAL] Bye-bye.