AccountId: 011433970860
ContactId: 2ef5925f-bdf4-4a40-80f6-ac2946dabcbd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 381649 ms
Total Talk Time (AGENT): 122872 ms
Total Talk Time (CUSTOMER): 166862 ms
Interruptions: 1
Overall Sentiment: AGENT=1, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/05/2ef5925f-bdf4-4a40-80f6-ac2946dabcbd_20250305T17:32_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, yes, um, I spoke to somebody yesterday regarding a claim.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Um, I believe it's, uh, 356-771-7.
[AGENT][NEUTRAL] Could you repeat that claim number? I'm sorry.
[CUSTOMER][NEUTRAL] It could be
[CUSTOMER][NEUTRAL] I believe it's 356.
[CUSTOMER][NEUTRAL] 771 7 maybe.
[AGENT][NEUTRAL] OK, uh, what was your name? I'm sorry.
[CUSTOMER][NEUTRAL] First name [PII], last name [PII]
[AGENT][NEUTRAL] OK, and then [PII], can I get a good call back number from you in case we're disconnected please?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] It's [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK appreciate it one moment.
[CUSTOMER][NEUTRAL] Of course.
[CUSTOMER][NEUTRAL] [PII] calls recorded. Where's your emergency?
[CUSTOMER][NEUTRAL] Yeah, OK, EpiPen what do you, alright, um.
[CUSTOMER][NEUTRAL] I was sending you over right now. I'm gonna transfer you over to Catado ambulance.
[CUSTOMER][NEUTRAL] 000, are you there? Are you there with the patient? OK, hold on, I'm gonna chase here.
[CUSTOMER][NEUTRAL] 337 Whittier for the.
[CUSTOMER][NEUTRAL] Anaphylactic.
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][POSITIVE] Sorry about that. Are you there?
[AGENT][POSITIVE] Oh, yes, that's fine. You got an important job.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Alright, um, OK, so I'm just gonna verify some information really quick. [PII], can I get your date of birth please?
[CUSTOMER][NEUTRAL] Yeah, uh, [PII].
[AGENT][NEUTRAL] Thank you and then can I get your mailing address?
[CUSTOMER][NEUTRAL] Yeah, it's gonna be [PII].
[CUSTOMER][NEUTRAL] That's in um [PII].
[AGENT][POSITIVE] OK perfect thank you so much for verifying that information. OK, bear with me just a moment.
[CUSTOMER][NEUTRAL] Hold on, hold on one second.
[AGENT][NEUTRAL] You're fine.
[CUSTOMER][NEUTRAL] To the Yankee, um, SROs.
[CUSTOMER][NEUTRAL] OK I got.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] at the Whittier school, fires being dispatched of a student.
[CUSTOMER][NEUTRAL] Uh, give it an EpiPen and having a seizure.
[CUSTOMER][NEUTRAL] OK, uh
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][POSITIVE] I got a call right.
[CUSTOMER][NEUTRAL] Alright, um, so, uh, [PII] is the zip code?
[CUSTOMER][NEUTRAL] What
[CUSTOMER][NEUTRAL] Oh, are you still there?
[AGENT][NEUTRAL] Yes sir sorry I wasn't sure if you were speaking with me sorry um OK so I do see on this claim, uh, that we were needing the itemized statement that shows the diagnosis codes, um, did you send that to us?
[CUSTOMER][NEUTRAL] Hello. Oh yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes, so, OK, so.
[CUSTOMER][NEUTRAL] So I just spoke to Mass General Hospital. Those should be in the um.
[CUSTOMER][NEUTRAL] Those should be in the medical records and I just, um.
[CUSTOMER][NEUTRAL] They said they faxed them on.
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] OK, so I'm not showing that we've received that um the last information I'm showing we received is this initial claim information we received from you.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK, yeah, because I haven't been having any issues with um getting, I keep getting bounced back from Mass General to um.
[CUSTOMER][NEUTRAL] Mass General to um
[CUSTOMER][NEUTRAL] Records, the billing records to billing. It's like no one knows what's, they've never heard of this before.
[AGENT][NEUTRAL] Right, yes.
[AGENT][NEUTRAL] Oh, it is a very confusing. So a couple different options I can give you, um, make sure that that's got the correct fax number for us. I can give that to you, [PII], or they can send you that information and then you can send it to us if that's easier.
[CUSTOMER][NEUTRAL] Yeah, so they said that, they said they're gonna send him again today.
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] I, I, I mean, I just don't know what else to do, so.
[CUSTOMER][NEUTRAL] It's the
[CUSTOMER][NEGATIVE] If the diagnostic, uh, if the diagnostic codes are not on the medical records, which I assume they should be, I don't know what else to do because there's nowhere, like there's no way to get them. This is.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] So before this, so before open enrollment, my city of Everett where I work, before we had APL we had Colonial and then Aflac.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] And I've never had a problem like this before. It's crazy. It's
[AGENT][NEUTRAL] Yeah, I'm not sure what information they require. this is just information uh we require for these kinds of claims. um I'm sorry they're making it so difficult for you but again they can send it to us or if it's easier they can send it to you and then you can send it to us.
[CUSTOMER][NEUTRAL] Alright, let's see if, uh, all of them send it first and then see if, um, because they said they did send it on um.
[CUSTOMER][NEUTRAL] On [PII] is it exactly, but they're gonna do it again today so.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, if you'd like I can give you our correct fax number um and then you can verify that that's what they've got just in case.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, are you ready for it?
[CUSTOMER][NEUTRAL] Well, yeah.
[AGENT][NEUTRAL] Alrighty, it is 877.
[AGENT][NEUTRAL] 365.
[AGENT][NEUTRAL] 942 3.
[CUSTOMER][NEUTRAL] 942-2, yeah, yeah, OK, yeah, that's definitely the one they have. Alrighty, we'll, um, we'll see what happens and I'll call back.
[AGENT][NEUTRAL] Yes sir.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, sounds good. So for fax information, assuming they do send it today, it can take about 48 hours for that to show that it's been received. You can call whenever you'd like, but just so that you're aware.
[CUSTOMER][POSITIVE] OK, all right, thank you.
[AGENT][NEUTRAL] Alright, was there anything else I could help you with, [PII]?
[CUSTOMER][POSITIVE] No, that's it. Thanks.
[AGENT][POSITIVE] Alright, thanks for calling AP have a great rest of your day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you bye bye.