AccountId: 011433970860
ContactId: 2cb0589c-3b61-445f-83f7-bf2148fc5e71
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 260200 ms
Total Talk Time (AGENT): 137454 ms
Total Talk Time (CUSTOMER): 77746 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/05/2cb0589c-3b61-445f-83f7-bf2148fc5e71_20250205T14:11_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] Hi, um, I filed a claim and it's, I don't know how to upload a rec like um an itemized bill with it.
[AGENT][NEUTRAL] OK, so you're wanting to find out how to upload, upload your documents?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Yes, ma'am, I can help you with that. And who am I speaking with, please?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][POSITIVE] Thank you. And Miss [PII], what is a good callback number for you?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And your policy number please, Ms. [PII]?
[CUSTOMER][NEUTRAL] It is 244-355-4.
[AGENT][NEUTRAL] Thank you. So give me a couple of moments to get all of your information pulled up. Once I do, I will have to verify several things with you first for security and also any information that's provided, Ms. [PII] would be a verification of benefits and not a guarantee of payment. So bear with me just a moment, please.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, so first off, Miss. I want, if you could please verify your date of birth.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you, also your home mailing address.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you the phone number we have on file for you just match the one that you gave me, so that is the best number that we should have for you is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, thank you. And the last thing is your email address, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, now we do have something else.
[CUSTOMER][NEUTRAL] Oh, probably [PII].
[AGENT][POSITIVE] OK, thank you very much.
[AGENT][NEUTRAL] OK, Ms. [PII], so I can see that you have uploaded something today into the portal. Is that correct?
[CUSTOMER][MIXED] Yes, as I was on the phone, it actually went through, um, which is good, but I also had another question too. Um, it says that it's not covered, but then when I scroll to the second page it says that I need to provide the itemized, so I don't know if it's still under a review.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'm not really sure.
[AGENT][NEUTRAL] OK, so you have one claim that was reviewed on 24 and you've uploaded something today, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so you're, you have a question regarding.
[AGENT][NEUTRAL] The denial claim.
[CUSTOMER][NEUTRAL] Um, is
[AGENT][NEUTRAL] On claim 3559306.
[CUSTOMER][NEUTRAL] Is it denied or?
[CUSTOMER][NEUTRAL] Yeah, I don't know if it's denied because it says it says 0 paid and then it says denied because, but then it asks for an itemized bill.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Well
[AGENT][NEUTRAL] That is correct. That is the reason for this claim being when it was reviewed and denied, it states in order to complete the processing of your claim, we need itemized statements of services providing the list provided listing the charges, diagnosis code or codes, and procedure code codes.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So is that what you have uploaded today?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so once that has been reviewed, I believe that I saw you were set up to receive.
[AGENT][NEUTRAL] Yes, you did opt in for text notification alerts.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] So once this claim has been processed, then yes ma'am, you should receive a text.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Well, you are certainly very welcome. So that was easy. Is there anything else I could help you with?
[CUSTOMER][NEUTRAL] No, that was it.
[AGENT][POSITIVE] OK, well then, thank you very much for calling APL and I hope you have a great day, Miss [PII].
[CUSTOMER][POSITIVE] Thank you. You too.
[AGENT][POSITIVE] Yes, ma'am. Thank you very much.
[AGENT][NEUTRAL] Bye bye.