AccountId: 011433970860
ContactId: 2f283aa4-0f7f-4a1b-801a-2b2f2c78c055
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 733690 ms
Total Talk Time (AGENT): 175583 ms
Total Talk Time (CUSTOMER): 229432 ms
Interruptions: 0
Overall Sentiment: AGENT=0.1, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/09/2f283aa4-0f7f-4a1b-801a-2b2f2c78c055_20250609T20:33_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APR. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, uh [PII] is your name?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Oh hi [PII]. Yes, I have a good question. I submitted or um yeah, I submitted some complaints, but I, I, your new format, I'm not able to pull up what I.
[CUSTOMER][NEUTRAL] Uploaded
[CUSTOMER][NEUTRAL] So I just wanted to confirm what I've uploaded and have not, and I just wanted to know how do I pull up to what I uh what the copy of what I've uploaded.
[AGENT][NEUTRAL] Um, yes, ma'am. Well, first, let me get your name and a callback number just in case we're disconnected.
[CUSTOMER][POSITIVE] Awesome. My name is [PII] and my phone number is [PII].
[AGENT][NEUTRAL] OK. Thank you, [PII]. Now, could I get your policy number, please?
[CUSTOMER][NEUTRAL] Sure. Um, policy number.
[CUSTOMER][NEUTRAL] OK, um.
[CUSTOMER][NEUTRAL] That would be the cert number.
[AGENT][NEUTRAL] Right, the outpatient cert number.
[CUSTOMER][NEUTRAL] OK. The outpatient or inpatient or in hospitals?
[AGENT][NEUTRAL] Um, the outpatient.
[CUSTOMER][NEUTRAL] OK. It's 02476599 ML 8.
[AGENT][NEUTRAL] Thank you. And please verify your first and last name and your date of birth.
[CUSTOMER][NEUTRAL] Sure. It's [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK. Now please verify your mailing address and your email address.
[CUSTOMER][NEUTRAL] Um, and, uh, mailing address is [PII]. My email address is [PII].
[AGENT][NEUTRAL] OK. Yes, ma'am. And I do show where you've uploaded.
[AGENT][NEUTRAL] Your claims, let's say on the [PII], and I show that they're in line to be processed.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes, um, I wasn't sure. I, I have a number of them and I just wanted to know which ones I've uploaded because I have multiple items to upload and I wasn't sure which was which.
[CUSTOMER][NEGATIVE] It didn't get it doesn't give me any information.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Because I it the old um website uh you you you know exactly what you uploaded, but in this case I didn't.
[AGENT][NEUTRAL] OK. I'm showing, yeah, that there's 6 claims, there are 6 uploads and um yeah, we're not able to view it until we start working on it, but I do show that we received it on the [PII] and it's um all still pending. Were you able to go in and set up um your new account under our new system?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, yeah, that's how I uploaded the items when I, and I, I, I, I, and I created a new, um, uh, login information with the new website and, um, but now you know I'm, I'm looking at it and I'm thinking which one how do I know what I've uploaded so far because I have multiple claims.
[AGENT][NEUTRAL] OK, got it.
[AGENT][NEUTRAL] Let's see. Let's see if I can open them and take a look. One moment.
[CUSTOMER][NEUTRAL] And yeah, the, the last website, your previous website, I was able to find, uh, figure that out, but.
[CUSTOMER][NEUTRAL] That's
[AGENT][NEUTRAL] OK, yeah, so one claim for date of service, [PII] for urgent care visit.
[CUSTOMER][NEUTRAL] OK um.
[CUSTOMER][NEUTRAL] You have.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Um, yeah, do you have, uh, what's the date again, did you say?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, [PII] for urgent care visit.
[CUSTOMER][NEUTRAL] OK, OK, that's, uh, does it say Broward Health?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] Oh OK, great, so I submitted that one thank you and then.
[CUSTOMER][NEUTRAL] I'm gonna note down on the copy that.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And then there's another one for um let's see, what's the date of service on this one.
[AGENT][NEUTRAL] This one is for [PII], well, I'm sorry, [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh Western Deal?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Yeah, I'm waiting on my system.
[CUSTOMER][NEUTRAL] That the oh.
[AGENT][NEUTRAL] There's 2 more to take a look at. They're opening, let's see.
[AGENT][NEUTRAL] OK. And then there's one for [PII].
[AGENT][NEUTRAL] For Cleveland Clinic and eye surgery associates.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, what's the date again? Sorry.
[AGENT][NEUTRAL] Um, [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. And then there's one for 9-19 for home health care services and physical therapy.
[CUSTOMER][NEUTRAL] OK, um,
[CUSTOMER][NEUTRAL] Uh, oh, OK, I got it.
[CUSTOMER][NEUTRAL] And you said there was one again? I'm sorry I didn't hear that.
[AGENT][NEUTRAL] Um, the [PII], let's see.
[AGENT][NEUTRAL] [PII] for home health.
[AGENT][NEUTRAL] Update services and physical therapy visits, integrated home care services.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Uh, the date again, please?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, um, yeah, amount, I don't know how you would, that would be.
[CUSTOMER][NEUTRAL] If that didn't have an amount.
[AGENT][NEUTRAL] Yeah, I would have to go through processing. What they'll probably do is, um, I'm sure it's gonna deny and what they'll probably do is deny it and request um an explanation of benefits showing the amount.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] And there's also one for date of service [PII].
[CUSTOMER][NEUTRAL] Uh, another, um, home health, uh, physical therapy.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] The date again? [PII] or [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Well, [PII]. I'm sorry, was the date that your physician requested that the services, but it's the authorized dates of service were for [PII] through [PII].
[CUSTOMER][NEUTRAL] OK, OK, OK, yeah.
[AGENT][NEUTRAL] OK, and that's all we have showing so far that's pending.
[CUSTOMER][POSITIVE] OK, OK, great. OK, um, yeah, I'll do that. I thank you so much for your time. I, I know what put it.
[CUSTOMER][NEUTRAL] go back one the process I have so I can um figure out what I know.
[CUSTOMER][POSITIVE] Thank you so much for your help.
[AGENT][NEUTRAL] OK. Is there anything else I can assist you with?
[CUSTOMER][NEUTRAL] Um, but you know, I, I guess that's it, and then, of course, just waiting for to be processed and um how long normally does it take to get it processed um it to be for it to be updated.
[AGENT][NEUTRAL] Um, yes, ma'am. Please allow 7 to 10 business days for it to be processed and like I said, we received it on the [PII], yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Right, right, right, OK, 1010 to 15 days. OK, business days, right?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] OK. Thank you so much. uh EV right?
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][POSITIVE] OK, have a good day.
[AGENT][NEUTRAL] You do the same, [PII]. Thank you for calling APL. Mm bye.
[CUSTOMER][NEUTRAL] Bye.