AccountId: 011433970860
ContactId: 33704b1a-1ba6-4da3-8d94-21a54a7601af
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 320220 ms
Total Talk Time (AGENT): 70080 ms
Total Talk Time (CUSTOMER): 121475 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/28/33704b1a-1ba6-4da3-8d94-21a54a7601af_20250528T22:10_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling ATL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hey there, uh, can I give you a, uh, ID number?
[AGENT][NEUTRAL] Sure, and your name is?
[CUSTOMER][NEUTRAL] Uh, [PII], I'm calling for my wife [PII].
[AGENT][NEUTRAL] OK, and what's that policy number, Mr. [PII]?
[CUSTOMER][NEUTRAL] 002460304
[AGENT][POSITIVE] OK, thank you. And how may I assist you today?
[CUSTOMER][NEUTRAL] Uh, I submitted her, her claim for an emergency room visit.
[CUSTOMER][NEUTRAL] Uh, she had burned her hand, and I, and she, she paid 500 out of the $1000 deductible that, uh,
[CUSTOMER][NEUTRAL] Uh, or, or co-pay that came with the EOB or with the uh with the EOB.
[CUSTOMER][NEGATIVE] And it says online that it's processed and no payment. I just wanna know, is that complete?
[CUSTOMER][NEUTRAL] I don't see an EOB.
[AGENT][NEUTRAL] Uh, do you have a claim number?
[CUSTOMER][POSITIVE] Yeah, I, I sure do.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh really the claim number? Oh yeah, there it is.
[CUSTOMER][NEUTRAL] Well,
[CUSTOMER][NEUTRAL] I got two of them because I uploaded the uh I went 3605567.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The first one with the EOB I, I can send you that one. I don't if you can see her file with the EOB it was 3605549.
[AGENT][NEUTRAL] OK. And is your wife there with you?
[CUSTOMER][NEUTRAL] No, I can probably get her on the phone. She's driving home.
[AGENT][NEUTRAL] OK, yes, sir, because we would need her permission.
[CUSTOMER][NEUTRAL] OK, hold on.
[CUSTOMER][NEUTRAL] That might be a little silence, hold on.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Hello. Hey [PII].
[CUSTOMER][NEUTRAL] Yeah, just to make a no fee. OK, no problem, uh, drive safe, but just, uh, I got the supplement, um, AM public on the line regarding your emergency room visit. They, they just want to talk to you real quick. OK.
[AGENT][NEUTRAL] OK, uh, Ms. [PII], verify your date of birth for me, please.
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] OK, and your email address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you so much. And your mailing address, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And you're giving us permission to speak with your husband, [PII] in regards to your policy or claims?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, thank you so much.
[CUSTOMER][POSITIVE] Thank you Darr, I appreciate it.
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, give me one moment, Mr. [PII], let me see these claims.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So it should be only one claim, um, but I uploaded two documents I guess.
[CUSTOMER][NEUTRAL] One was the EOB and the other one was the.
[CUSTOMER][NEUTRAL] Partial payment of 500.
[AGENT][NEUTRAL] And this was for data service [PII]?
[CUSTOMER][POSITIVE] That's correct.
[AGENT][NEUTRAL] OK, give me one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] OK, it looks like um they're needing the itemized bill showing diagnosis and procedure codes.
[AGENT][NEUTRAL] Mainly the diagnosis codes.
[CUSTOMER][NEUTRAL] So let's see, so diagnosis code.
[AGENT][NEUTRAL] Uh yes sir.
[CUSTOMER][NEUTRAL] And procedure code if I can get that.
[AGENT][NEUTRAL] Uh yes, sir, the itemized billing with those codes.
[CUSTOMER][NEUTRAL] And um I need to get.
[CUSTOMER][NEUTRAL] I my bill.
[CUSTOMER][POSITIVE] OK, let me work on that. Thanks so much.
[AGENT][POSITIVE] Oh yes, sir. Thank you so much for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.