AccountId: 011433970860
ContactId: 3b8b5e38-1bd0-4220-a61f-9d3920d154ae
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 423739 ms
Total Talk Time (AGENT): 178124 ms
Total Talk Time (CUSTOMER): 183564 ms
Interruptions: 1
Overall Sentiment: AGENT=1.6, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/23/3b8b5e38-1bd0-4220-a61f-9d3920d154ae_20250123T22:33_UTC.wav
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[AGENT][NEUTRAL] Hi, thank you for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Hi [PII], I'm trying to find out about if you guys have received some documentation from us.
[AGENT][POSITIVE] OK, yeah, I'd love to help you look at that today. Yeah, perfect. And do you mind if I get, I'm so sorry, do you mind if I get your name and a good callback number?
[CUSTOMER][NEUTRAL] For claim, sorry.
[CUSTOMER][NEUTRAL] Sure, it's [PII], [PII].
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Perfect. And the policy number?
[CUSTOMER][NEUTRAL] 02486627 M as in Mary, L as in Lima 8.
[AGENT][POSITIVE] Thank you, [PII], and let me get that pulled up for you.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] All right
[AGENT][NEUTRAL] Thank you for your patience. Would you be able to verify for me your, uh, patient's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Sure, it's gonna be [PII]. It's gonna be [PII].
[AGENT][POSITIVE] OK perfect.
[AGENT][NEUTRAL] And what is the name of the facility we're looking out for?
[CUSTOMER][NEUTRAL] Uh, Holy Cross Urgent Care.
[AGENT][NEUTRAL] Would it be like Holy Cross Medical Group or would it explicitly say urgent care?
[CUSTOMER][NEUTRAL] Well, it usually says urgent care, but hold on because you never know sometimes they slip these claims in here that aren't mine so.
[AGENT][NEUTRAL] No, that's OK. Would you be able to verify your tax ID for me real quick?
[CUSTOMER][NEUTRAL] Yeah, sure I can. It's [PII].
[AGENT][NEUTRAL] OK, then it definitely was not this one, so no, I have not. That was the last thing I received. I received it [PII], so I don't think, um, do you know when you sent it? Would it have been?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Well,
[AGENT][NEUTRAL] Sooner than that or?
[CUSTOMER][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] We would have sent it, the first time we would have sent it would have been [PII].
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] No, I'm so sorry. I am seeing.
[CUSTOMER][NEUTRAL] No, you're fine.
[AGENT][NEGATIVE] Um, only 3 received in December, but none of them are for that tax ID.
[CUSTOMER][NEUTRAL] For $295.
[AGENT][NEUTRAL] Let me see.
[AGENT][POSITIVE] No, I'm so sorry.
[CUSTOMER][NEUTRAL] No, you're fine. I was wondering, uh, since you don't have it, do you guys have a fax number I could faxed to?
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Yes, absolutely, our fax number is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, and do should I just put the claim number on there or that is the subscriber ID? Sorry, I'm used to doing workers' comp.
[AGENT][POSITIVE] No, you're so fine. Um, yeah, you can just put that policy number on there with it and then they'll find it, they'll figure it out.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And um I did have a request. The reason why I'm saying that is because I had a request that you see I found it. I don't know how I found it, but I found it on your guys' website.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I don't know. I have a reference number. I have a policy number.
[CUSTOMER][NEUTRAL] No, you know what, uh, let's see, um, I have a claim number.
[AGENT][NEUTRAL] OK, what's that claim number?
[CUSTOMER][NEUTRAL] 342-845-4
[AGENT][NEUTRAL] 342-845-4
[CUSTOMER][NEUTRAL] 342-845-4 uh huh.
[AGENT][NEUTRAL] For [PII], right?
[CUSTOMER][NEUTRAL] Right, it's for [PII], his, his wife is the subscriber.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] That is so weird. It's like.
[AGENT][NEUTRAL] A different policy number?
[CUSTOMER][NEUTRAL] Uh-huh. Trust me.
[AGENT][NEUTRAL] Oh, because this one was for [PII].
[AGENT][POSITIVE] Oh, you know what, I'm so sorry. OK, they had a previous policy with us and it fell under that policy. That's why I wasn't able to see it. I am so sorry about that.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] No, that's fine.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEGATIVE] Don't, don't even worry about it. What am I gonna do, ya? You're helping me, jeez, um, do that because I used to be on your side. So, the issue that I'm having because you guys are asking for the primary EOB, which would be Humana, did you guys ever receive that? If not, I can fax it to you with a new claim unless you don't want a new claim.
[AGENT][NEUTRAL] OK, so let's take a look, um, so with that one you just have to send us the EOB and we'll figure out where it needs to go. You don't even need to send a new claim, um, if you wanna put the original claim number it goes to on it to help them identify it quicker, absolutely, but you don't have to resend us a whole new form.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK, I just wanna make sure.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Well, you never know because you get everybody's different, so that's the reason why I was asking, um, but I do appreciate it. So what I'll do is I'll fax that EOB out. I'll put the claim number on, uh, obviously put his name on it too, um.
[AGENT][POSITIVE] Perfect.
[CUSTOMER][POSITIVE] But I just wanna make sure that you get it, uh, that's all. Um, well, that makes my life easy. Woohoo, I love things like that.
[AGENT][POSITIVE] Oh, absolutely.
[AGENT][POSITIVE] Hey, thank you so much. I'm so glad you have that claim number because like my brain wasn't even thinking. I don't know, maybe it's because it's the end of the day or it's cold, but I wasn't even there.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] No, don't worry about it. I do the same thing. I was, I'm, I'm so tired right now that it's like I'm ready for the day to be over.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Well, hopefully you're really close to going home time.
[CUSTOMER][NEUTRAL] So I feel you.
[CUSTOMER][NEUTRAL] Pretty close. The only thing is, is that right now it feels like it's 4 degrees and it's 28 degrees out.
[AGENT][NEUTRAL] Oh, I know. I feel like it was, it's colder in my house today because it's warmer outside. I don't know if that makes sense, so I feel that.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] No, it makes sense. It does.
[CUSTOMER][NEUTRAL] I turned, I got so warm I took my heater off and then all of a sudden it dropped and I was like, uh oh, I got to turn it back on.
[AGENT][NEGATIVE] I went crazy and I like opened some like my sliding glass door because the house just smells like stale and I was like I need to air it out and then it like immediately everything was frozen and it was such a bad decision.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Sorry, I don't mean to laugh, um.
[AGENT][NEUTRAL] No.
[CUSTOMER][POSITIVE] Um, I know the feeling. I do appreciate it, and, uh, you have a great rest of the day.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you [PII] you too and thanks for calling APL. I hope everything goes smooth for you tonight.
[CUSTOMER][POSITIVE] You too, stay warm.
[AGENT][NEUTRAL] You too bye bye.
[CUSTOMER][NEUTRAL] Mhm. Bye.