AccountId: 011433970860
ContactId: 331f68ba-8a64-4032-a56b-17c064ad75b9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 680489 ms
Total Talk Time (AGENT): 166989 ms
Total Talk Time (CUSTOMER): 107596 ms
Interruptions: 1
Overall Sentiment: AGENT=0.4, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/02/331f68ba-8a64-4032-a56b-17c064ad75b9_20250402T19:21_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yeah, I'm, uh, checking to see if y'all received my medical records.
[AGENT][POSITIVE] OK, I can help you with your name.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And [PII], do you have your policy number?
[CUSTOMER][NEUTRAL] Yes, 02244454.
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] [PII], give me that one more time. I think I missed a digit.
[CUSTOMER][NEUTRAL] 02244454
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII], verify your date of birth and your mailing address, please.
[CUSTOMER][NEUTRAL] [PII] mailing address is [PII].
[AGENT][POSITIVE] Thank you, and your email address please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK looks like we may have your work email address on file, [PII], can you verify?
[CUSTOMER][NEUTRAL] Uh, I don't know that one. I think it's [PII].
[CUSTOMER][NEUTRAL] [PII] or something like that.
[AGENT][POSITIVE] Mhm, that's it [PII]. Thank you.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And you're wanting to know if we've received medical records?
[CUSTOMER][NEUTRAL] Yes, I sent him out last Tuesday.
[AGENT][NEUTRAL] OK, and what date of service is this for?
[CUSTOMER][NEUTRAL] Uh, [PII], [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So we did receive the information. I show the claim was processed on [PII].
[AGENT][NEUTRAL] Uh, 25 issuing a payment of $2100.
[CUSTOMER][NEUTRAL] Yeah, that was the hospitality. I'm talking about the critical illness.
[AGENT][NEUTRAL] OK, so that's the policy number that you gave me. Let me locate the critical illness policy. Give me just a second.
[CUSTOMER][NEUTRAL] For the um
[CUSTOMER][NEUTRAL] Alright
[AGENT][NEUTRAL] OK, so the policy number for the critical illness.
[AGENT][NEUTRAL] It is 2244.
[AGENT][NEUTRAL] 326.
[AGENT][NEUTRAL] And let me look under that policy number.
[AGENT][NEUTRAL] Sorry, it's 224-432-6.
[CUSTOMER][NEUTRAL] Yeah, I totally I was waiting for medical records.
[AGENT][NEUTRAL] Yeah, let me check for you.
[AGENT][NEUTRAL] OK, so that is a correct statement, but it looks like we received some documentation on [PII]. Let me see what that is.
[AGENT][NEUTRAL] I'm still looking, one moment.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] OK, so I do show receipt of medical records. Is this from Cleveland Clinic or Indian River Hospital and Medical Center?
[CUSTOMER][NEUTRAL] Cle Yeah, Cleveland Clinic.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hospital.
[AGENT][NEUTRAL] And that's the first document we received. Let me check the other one to make sure it could be a duplicate, but let me take a look at it, OK?
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] And both of these documents are in line for processing.
[AGENT][NEUTRAL] I actually received yesterday, the [PII].
[CUSTOMER][NEUTRAL] You know, the other one should be the UBO4.
[CUSTOMER][NEUTRAL] The detailed billing statement.
[AGENT][NEUTRAL] Is this about 200? It's about 258 pages long.
[CUSTOMER][NEUTRAL] Yeah, that's the medical records.
[AGENT][NEUTRAL] See.
[AGENT][NEUTRAL] And are you saying that the itemized bill is included in the medical records or did you?
[CUSTOMER][NEUTRAL] I sent that in before.
[AGENT][NEUTRAL] It's
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And when you say before, when did you send it?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] The middle of March.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, so you're not saying that the itemized bill is included in what we just received on [PII], right?
[CUSTOMER][NEUTRAL] No, it was sent out before.
[AGENT][NEUTRAL] OK, so
[AGENT][NEUTRAL] So what we're needing now are the medical records from the Cleveland Clinic which we've received on the [PII] and they're in line for processing.
[CUSTOMER][POSITIVE] Alright, so you have everything you need now.
[AGENT][NEUTRAL] We have the medical records from Indian River or Cleveland Clinic.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] And do you show that you have the detailed billing statement?
[AGENT][NEUTRAL] OK, did you say you sent it in March?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. I'm gonna have to go through your mail. Give me just a moment.
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEUTRAL] And did you upload it online or did you mail it or fax it in?
[CUSTOMER][NEUTRAL] It was um
[CUSTOMER][NEUTRAL] Back then
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Yeah, it was faxed in and I got the receipt.
[AGENT][NEUTRAL] OK, so I'm looking at a receipt date in March and I don't see an itemized bill. Could have been in February?
[CUSTOMER][NEUTRAL] No, it was in March.
[AGENT][NEUTRAL] OK, I'm not showing a hospital itemized bill.
[AGENT][NEUTRAL] And I'm looking at the reported date of [PII] and we received information on [PII].
[CUSTOMER][NEUTRAL] Yeah, [PII] is the uh billing statement.
[CUSTOMER][NEUTRAL] I'm looking at it right now. I got the confirmation number.
[AGENT][NEUTRAL] What is the confirmation number?
[CUSTOMER][NEUTRAL] OSC 95129
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, I'm look, I looked at that. Let me look at it again.
[AGENT][NEUTRAL] OK, that is the itemized bill.
[AGENT][NEUTRAL] So it's here it's here.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] OK, y'all have everything you need.
[AGENT][NEUTRAL] We have the medical records that we requested and then you submitted the itemized bill, so the records are in line to be processed.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Alright thank you that's all I need to know.
[AGENT][NEUTRAL] All right, anything else I can assist with today, [PII]?
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] No, that's it.
[AGENT][POSITIVE] Alright, thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] Alright, you too.
[AGENT][NEUTRAL] Uh bye bye.