AccountId: 011433970860
ContactId: 2f4d11b2-1696-48b4-a17e-fd4197ab4cad
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 198229 ms
Total Talk Time (AGENT): 74132 ms
Total Talk Time (CUSTOMER): 62646 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/19/2f4d11b2-1696-48b4-a17e-fd4197ab4cad_20250219T21:36_UTC.wav
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[AGENT][NEUTRAL] Afternoon. Thank you for calling APO. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] Hi, yes, um, I have a claim number and I, and I'm just was needing an explanation as to what was going on with that.
[AGENT][NEUTRAL] OK, so with the claim number.
[CUSTOMER][NEUTRAL] OK, but sure, 356-477-777.
[AGENT][NEUTRAL] OK, and may I have your name and a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Sure, my name's [PII], and my number is [PII].
[AGENT][POSITIVE] Thank you. One moment.
[AGENT][NEUTRAL] OK, and I need um your date of birth and mailing address for verification.
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][NEUTRAL] The
[AGENT][NEUTRAL] Mhm
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm waiting on the EOB to pull up, OK? One moment.
[CUSTOMER][POSITIVE] No problem.
[AGENT][NEUTRAL] OK. So it looks like we're gonna need um explanation of benefits from the primary insurance and the itemized bill with the diagnosis code to consider the charges.
[CUSTOMER][NEUTRAL] OK, that's why I was, I was because, because when I was clicking on it, it was telling me there was a problem it wouldn't up, it wouldn't load and it said to call. So, OK, so what do you need from me?
[AGENT][NEUTRAL] Itemized bill with diagnosis codes.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And you can get that from the place of service.
[CUSTOMER][NEUTRAL] This is Codes, OK.
[AGENT][NEUTRAL] And a copy of the explanation of benefits from the primary insurance is showing the amount applied towards the deductible co-payment and co-insurance.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, copy of explanation.
[AGENT][NEUTRAL] Explanation of benefits.
[AGENT][NEUTRAL] Or EOB.
[CUSTOMER][NEUTRAL] Of benefits and I would get that from my from my insurance company, right?
[AGENT][NEUTRAL] Primary insurance. Mhm, correct.
[CUSTOMER][POSITIVE] OK, perfect. Will do. Thank you so much.
[AGENT][POSITIVE] You're welcome. Is there anything else that I help you with today?
[CUSTOMER][NEUTRAL] Um, no, that's it. So when I, when I get these, um, then I just upload them to that to that claim, is that what I do? I open up the claim and then.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] It will not let you attach anything to the claim because it's already been processed, so you will have to send it as a new claim and we'll go ahead and put it together for you.
[CUSTOMER][POSITIVE] Perfect. OK, thank you so much.
[AGENT][NEUTRAL] You're welcome. Is there anything else I may help you with today, Ms. [PII]?
[CUSTOMER][POSITIVE] No, that you've been very helpful thank you so much.
[AGENT][POSITIVE] You're welcome and thank you for calling APL. Have a good afternoon, Mrs. To me.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.