AccountId: 011433970860
ContactId: 3d0dcbfc-7655-4bb1-a5b1-1e0bb7874f1f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 456200 ms
Total Talk Time (AGENT): 100198 ms
Total Talk Time (CUSTOMER): 180906 ms
Interruptions: 1
Overall Sentiment: AGENT=1.3, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/25/3d0dcbfc-7655-4bb1-a5b1-1e0bb7874f1f_20250425T19:19_UTC.wav
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[AGENT][NEUTRAL] And thank you for calling APL. This is [PII]. How can I help you?
[AGENT][POSITIVE] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hang on.
[CUSTOMER][NEUTRAL] Hey [PII], can you hear me?
[AGENT][NEUTRAL] Yes, I can hear you.
[CUSTOMER][NEUTRAL] OK. Um, [PII], I faxed in, I'm calling regarding my um claim. I faxed in a lot of documents today and
[CUSTOMER][NEUTRAL] Um, could I give you my policy number?
[AGENT][NEUTRAL] Well, first, I'll need a good callback number just in case we're disconnected and your name.
[CUSTOMER][NEUTRAL] Sure, um, phone number is [PII] and my name is [PII].
[AGENT][NEUTRAL] OK, thank you, [PII]. Now, could I get your policy number?
[CUSTOMER][NEUTRAL] Sure, 2573221.
[CUSTOMER][NEUTRAL] For uh gap coverage.
[AGENT][NEUTRAL] OK. OK, and please verify your date of birth and your mailing address.
[CUSTOMER][NEUTRAL] [PII] and I believe you have the PO box of [PII].
[AGENT][NEUTRAL] Um, yes, ma'am. Thank you. Now please verify your email address.
[CUSTOMER][NEUTRAL] Sure. uh [PII].
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] And yes, I do show where we received um 3 faxes from you today and they're in line to be processed.
[AGENT][NEUTRAL] Not faxes but uploads. I'm sorry.
[CUSTOMER][NEUTRAL] Yes, um, the most recent.
[CUSTOMER][NEUTRAL] Yeah, the most recent one, I have a confirmation number because I'm looking at the website of OSC 97206.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Um, that one is the most current and I believe has the accurate information that you're, uh, requesting with that ICD 10 number.
[AGENT][NEUTRAL] OK. The diagnosis code? Yes, ma'am.
[CUSTOMER][NEUTRAL] Yes, could you have a look and, and, and I've been going back and forth and just trying to make sure you guys have the right documents could you have a look at them and I know you're not reviewing them in line, but.
[CUSTOMER][NEUTRAL] Is what you need on it?
[AGENT][NEUTRAL] Um, let's see if I can take a glance real quick. One moment.
[CUSTOMER][POSITIVE] Thanks, EV.
[AGENT][POSITIVE] No problem.
[AGENT][NEUTRAL] OK, I do see the diagnosis code and I see the bill from the provider's office. Now, did you fax over your explanation of benefits from your primary insurance company?
[CUSTOMER][NEUTRAL] Now, that was on the first part of the claim that was processed.
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] And this is for the [PII] date of service?
[CUSTOMER][NEUTRAL] That is correct. My provider put 2 different dates of service on the same EOB to save paper and.
[CUSTOMER][NEUTRAL] Um, the, I only want the one looked at from [PII], which is inland imaging.
[AGENT][NEUTRAL] OK. And that's what the diagnosis code is for also this 216 data service.
[CUSTOMER][POSITIVE] That is correct.
[AGENT][NEUTRAL] OK. Yes, ma'am. Well, that's, looks like all the information we'll need. Of course, it has to be reviewed and we just ask that you last 7 to 10 days for um 10 business days for review.
[CUSTOMER][POSITIVE] Absolutely I got no problem with that. Now um there have been quite a few uploads outside of that. Um, there was a, a document that was received, um, a confirmation number of.
[CUSTOMER][NEUTRAL] OSC 97192.
[CUSTOMER][NEUTRAL] Um, those were kind of the doctor's notes and
[CUSTOMER][NEUTRAL] Um, I also included a document prior to coverage. Um, I don't know if you can remove those and then the 7118 confirmation number if you can remove that one as well because.
[CUSTOMER][NEGATIVE] I think I was just sort of frustrated with what was needed at the time.
[AGENT][NEUTRAL] Yeah, um, I, I'm unable to move those, but what we'll actually do is once we process them, we'll add them all into one claim if they're related to this 216 data service, um, they'll just be added to the claim. So, yes, no problem.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK. OK. OK. And then can you make note that the two, I think, what is, there was another date on that explanation of benefits, and can you make note or cross it out or do whatever? Because that should not be reviewed. That's just my insurance company trying to save paper.
[AGENT][NEUTRAL] Yeah, actually, someone has already crossed it out, so.
[CUSTOMER][POSITIVE] Praise [PII]. OK. Good deal. Um,
[CUSTOMER][POSITIVE] I have been going round and round on that one. so I don't have any other needs. I'll allow the 7 to 10. I do want to thank you for looking at those and, uh, have a good weekend.
[AGENT][POSITIVE] Um, no problem. Is there anything else I can assist you with?
[CUSTOMER][NEUTRAL] No, ma'am.
[AGENT][POSITIVE] OK. Well, I thank you again, [PII], for calling ATL. You have a great weekend as well. Mm, bye.
[CUSTOMER][NEUTRAL] You too. Bye-bye.