AccountId: 011433970860
ContactId: 38345529-2a32-4497-aed9-96aa7e902f4b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 412859 ms
Total Talk Time (AGENT): 106141 ms
Total Talk Time (CUSTOMER): 220146 ms
Interruptions: 2
Overall Sentiment: AGENT=1.2, CUSTOMER=-0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/11/38345529-2a32-4497-aed9-96aa7e902f4b_20250411T17:32_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII]. I called a while ago and um I wanted to know if I, can I give you my claim number or it's about a claim.
[AGENT][NEUTRAL] OK, may I have the policy number please?
[CUSTOMER][NEUTRAL] Yes, I'm one second. It is, oh it's sign me up, one sec.
[CUSTOMER][NEUTRAL] Just logging in here.
[CUSTOMER][NEUTRAL] 2173202
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And I do need to verify your date of birth.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And your name is pronounced [PII]?
[CUSTOMER][NEUTRAL] [PII], yeah.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And may I have a callback number just in case the call is disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, and I do have to verify the mailing address and the email address on file.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And what else did you ask me? I'm sorry.
[AGENT][NEUTRAL] The mailing address.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] And thank you so much for verifying your policy. You were calling in for assistance on a claim. May I have either that claim number or date of service?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes. The claim number is
[CUSTOMER][NEUTRAL] 313, I'm sorry, 358-8181.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And I did pull that claim up. How may I assist you?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] I just spoke to someone right now and they told me all they wanted me to send was a diagnosis code. So, um, she wanted the representative at there with you on APL. She said, I, I can wait with you and call and do an uh interference call, but, um, they take so long. But finally I was able to call the insurance, that place Mronic.
[CUSTOMER][NEUTRAL] And they gave me the next code, but the lady that sent it to me, she's sending me one right now. She just sent me an email address. It's just to my email and it's from them. It says their name, whatever, but it doesn't even have to date just says hello, as requested, here's your diagnosis code, and she put the diagnosis code 11.9. It says please do not reply um to this email. Thank you, Patient Financial Services Medtronic, but
[CUSTOMER][NEUTRAL] What I wanna know is, is this something that would be helpful? Do I have to wait, um, have them, because I asked them and because they've been already sending me all these papers, and they say that that's what they have, they even send me what the insurance they billed and you know, they, that's what they have. I said, but I need this, this is what they've been asking me for. So she said, what I can do for you is send you an email with the diagnosis code so you can provide it to them. So that's what she did, but it doesn't have the date for that date of service or anything.
[AGENT][NEUTRAL] OK, and what did you say the code was E11.5?
[CUSTOMER][NEUTRAL] Oh no, E 11.9.
[AGENT][NEUTRAL] 49.
[AGENT][NEUTRAL] And it and you're saying it doesn't indicate a date of service because normally we have to make sure that that is for that date of service and the information that they would submit in yes we have to know that that is for that date of service but what name does it have on that email for that provider?
[CUSTOMER][NEUTRAL] They have to put it in uh-huh.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Mm, you, you know, you know what, it doesn't even seem, but so.
[CUSTOMER][NEGATIVE] Oh no, cause it all just says is that hello as requested, and that's all they put and it says, let me say to me, I'm trying to see what you say. So basically she just like, it's like she just wrote me an email that that's to shut me up, I guess.
[CUSTOMER][NEGATIVE] Um, she just like wrote it down and said just please do not, and it, it doesn't even say anything so I specifically told her I want it for that date of service, you know? Um, it doesn't say for that date of service or anything, so, um, I'm just asking right now. I did ask her that I still please, I wanted her to send or you send it to someone who can send me, um, her, I guess someone higher bidding department, someone.
[CUSTOMER][NEUTRAL] You know, but she was at the billing department, but someone that could send me something that has the date or, you know, and a letterhead or something that's coming from them, and she says, well, it is there with my, you know, my metronic, my email is there, but I said, well I still need it with that data source because you didn't put the data service.
[CUSTOMER][NEGATIVE] But I just wanted to know if I, I will wait to see if they send me anything. I just wanted to know was this helpful, not helpful, I mean.
[AGENT][NEUTRAL] OK, the only issue is it will have to indicate that data service and we will have to know if that is from the provider that rendered the services because if we don't get anything that's showing that that's the provider then we can't use the diagnosis code.
[CUSTOMER][NEUTRAL] Yeah, the provider would be what the Medtronic, the place, right?
[AGENT][NEUTRAL] It's showing Minme Distribution Corp. Let me pull the claim image up.
[CUSTOMER][NEUTRAL] Oh yeah, OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Because if you would like, you can have them to see if they can generate a HIA form for you.
[CUSTOMER][NEUTRAL] What is it [PII]d, ma'am?
[AGENT][NEUTRAL] Let me get that number for you.
[AGENT][NEUTRAL] It is a HIA HCFA.
[AGENT][NEUTRAL] Or where you can just tell him a CMS 1500.
[CUSTOMER][NEUTRAL] 1500, but what was the first letters I'm so sorry.
[AGENT][NEUTRAL] C as in Charles, E as in Molly, and S as in Sam.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I'll let him know that.
[CUSTOMER][NEUTRAL] Let me see if they can provide me something like that.
[AGENT][NEUTRAL] OK, and is there anything else that I can assist you with today, [PII]?
[CUSTOMER][NEUTRAL] No, ma'am.
[AGENT][POSITIVE] OK, thank you're welcome. Thank you for calling American Public Life. Have a great day.
[CUSTOMER][POSITIVE] That'll be all, ma'am. Thank you.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mm bye-bye.
[AGENT][NEUTRAL] Bye bye.