AccountId: 011433970860
ContactId: 2d4a850d-f78c-46e7-a3c7-c139f6d943b9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 265250 ms
Total Talk Time (AGENT): 94978 ms
Total Talk Time (CUSTOMER): 136726 ms
Interruptions: 1
Overall Sentiment: AGENT=0.9, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/10/2d4a850d-f78c-46e7-a3c7-c139f6d943b9_20250310T19:31_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. Um, yes, I, I, um, want, I need help with filing a claim. Um, I, this isn't the first time I filed a claim, but, um, I'm getting billed for, uh, what, I went to a Baptist health like uh urgent care. And um they only gave me the bill, but I was um thinking, um, I thought I gave them my APL card, but I guess they didn't put it through because I'm getting
[CUSTOMER][NEUTRAL] Um, charged. Um, do you mind helping me?
[AGENT][NEUTRAL] OK
[AGENT][POSITIVE] Yes, I can help you with that. Do you have a phone number I can get in case we get disconnected I can call you back.
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and do you have your policy number?
[CUSTOMER][NEUTRAL] Um, hold on
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Oh [PII], where's my policy? Well then, I have it.
[AGENT][NEUTRAL] Inpatient outpatient certificate number or something like that.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] I have it here. Let me get the card out.
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] OK. The
[CUSTOMER][NEUTRAL] The group number?
[AGENT][NEUTRAL] The policy certificate number?
[AGENT][NEUTRAL] Inpatient outpatient certificate number.
[CUSTOMER][NEUTRAL] Oh, inpatient, outpatient benefit certificate number?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] The outpatient benefit certificate number is 02325509 M as in Monaco L as in Lebanon 8.
[AGENT][NEUTRAL] OK, and what was your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And can I verify your address and email address, please?
[CUSTOMER][NEUTRAL] Uh, my address is [PII] and my email is [PII] no, that's my.
[CUSTOMER][NEUTRAL] That's my work email. My
[AGENT][POSITIVE] You, you were right. Go ahead.
[CUSTOMER][NEUTRAL] Oh, my work email? OK. [PII].
[AGENT][NEUTRAL] Thank you, Ms. [PII], and you had a question about the urgent care bill that you were trying to submit.
[CUSTOMER][NEGATIVE] Yes, um, uh, I don't know why they're charging me. I thought I gave them my APL.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] OK, I can help you with that. If, if they're not gonna file it, then you can file it yourself.
[AGENT][NEUTRAL] We will need a bill that has the charges.
[AGENT][NEUTRAL] Procedure codes and the diagnosis code on it.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And we will also need your explanation of benefits from your primary insurance.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I, oh, he's from Cigna.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK. Um, and
[CUSTOMER][NEUTRAL] Uh, I don't know where I can get the diagnostic codes. Do I have to call them? Maybe I have to call them.
[AGENT][NEUTRAL] Yes, ma'am. Mhm.
[AGENT][NEUTRAL] And it's gotta be something just tell them you need a bill that has procedure codes, charges, and diagnosis code on it.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Procedure codes, uh, diagnostic code.
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] Uh-huh and uh the charges.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And the charges.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, and the you'll be from Cigna. OK, you got it. I, and then I'll.
[AGENT][NEUTRAL] Uh huh, and you can either mail it, fax it or upload it on our online service center if you set up account on our online service center you can upload it on there and send it that way.
[CUSTOMER][POSITIVE] OK, I'll do that. Well, thank you so much for taking my call.
[AGENT][NEUTRAL] And that uh online service center is secured. [PII].
[CUSTOMER][POSITIVE] OK, yep, I got it. I'm on that website. Thank you so much for your help.
[AGENT][POSITIVE] Thank you, Mr. [PII], for calling APL. You have a good afternoon.
[CUSTOMER][POSITIVE] You have a lovely day. Thank you. Bye.
[AGENT][POSITIVE] You too. Thank you. Bye-bye.