AccountId: 011433970860
ContactId: 2d04bc57-bcf1-4f49-b66c-b4776798c713
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 258970 ms
Total Talk Time (AGENT): 121018 ms
Total Talk Time (CUSTOMER): 103687 ms
Interruptions: 1
Overall Sentiment: AGENT=0.9, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/17/2d04bc57-bcf1-4f49-b66c-b4776798c713_20250217T18:36_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][POSITIVE] Hey, sorry, this is [PII] again. I think you helped me this morning.
[AGENT][POSITIVE] Hi, good morning again.
[CUSTOMER][NEUTRAL] Hi, OK, well, so I was looking through, um, another letter that I got from APL, and it has the correct policy number on that one. So I just figured I'd call back and see because I was gonna resubmit it, but then I realized.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Maybe they just have it open still and I didn't wanna resubmit it without checking so um.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, so I was curious if you see 2 claims open with the correct policy number because the one that I got with the declination was what you said had the wrong policy number, so I just wanna check before I send it in.
[AGENT][NEUTRAL] OK, let me
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes absolutely well we will make sure that we we check that for you so um can you, can you give me your callback number again we still have to go through the verification process, OK.
[CUSTOMER][POSITIVE] OK, thanks.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, yeah, that's, that's fine. Yeah, it's um [PII].
[AGENT][NEUTRAL] OK, and then what is the correct policy number?
[CUSTOMER][NEUTRAL] OK, 244.
[CUSTOMER][NEUTRAL] 2604
[AGENT][NEUTRAL] OK, let me look that up.
[AGENT][NEUTRAL] OK. And can you verify your date of birth for me, please?
[CUSTOMER][NEUTRAL] My date of birth?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Um, it's [PII].
[AGENT][NEUTRAL] And then
[AGENT][NEUTRAL] Your address, please?
[AGENT][NEUTRAL] And we corrected it.
[CUSTOMER][NEUTRAL] 1, yes, so the correct 1. [PII].
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and then your
[AGENT][NEUTRAL] Email address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Excuse me, and your number that you're calling from, is that your cell phone?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] OK, thank you so much. I do see a claim here on this policy. Let me see what the remarks are.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so we've got two remarks on it. We are in receipt of a claim form that was completed by you, however, there are no charges submitted. If you are needing to file a claim, please submit the itemized charges in order for benefits to be considered.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so would it be like the EOB or the actual bill from the hospital?
[AGENT][NEUTRAL] Be the itemized statement with the procedure codes and um diagnosis codes.
[CUSTOMER][NEUTRAL] Uh, so I'll have to like call the hospital and get that from them.
[AGENT][NEUTRAL] Yes, so we'll need that to show the.
[CUSTOMER][NEUTRAL] Got it, got it. OK, so would I just resend the claim form with that?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] You can write, uh, let me give you the claim number if you want to write the claim number on the itemized statement it is.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 355.
[AGENT][NEUTRAL] 6106.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And that just for reference back to this claim.
[CUSTOMER][NEUTRAL] Oh, I have 6107.
[CUSTOMER][NEUTRAL] Oh, that's, I'm sorry?
[AGENT][NEUTRAL] Yeah, the, for the correct policy, it's 355-6106.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK awesome and then I just put like a cover sheet on the fax.
[AGENT][POSITIVE] Yes, that'll be fine.
[CUSTOMER][POSITIVE] OK cool awesome thank you and it's like the detailed itemized bill basically.
[AGENT][NEUTRAL] Yes, the itemized statement that has the diagnosis and procedure codes on it.
[CUSTOMER][POSITIVE] OK awesome thank you so much. I appreciate it.
[AGENT][POSITIVE] You're very welcome, Ms. [PII]. I hope you have a good day. Thanks for calling APL.
[CUSTOMER][POSITIVE] Uh, thank you, you too. Yes, ma'am. Take care.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Bye-bye.
[CUSTOMER][NEUTRAL] Bye.