AccountId: 011433970860
ContactId: 3e71d84c-d47a-4bab-9417-048b1a792631
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 317100 ms
Total Talk Time (AGENT): 101013 ms
Total Talk Time (CUSTOMER): 128500 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/24/3e71d84c-d47a-4bab-9417-048b1a792631_20250324T21:52_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII], how are you doing?
[AGENT][POSITIVE] Good, how are you?
[CUSTOMER][POSITIVE] That's pretty good. I, I was trying to get some, uh, I, I sent the claim in.
[CUSTOMER][NEUTRAL] Oh, I had a stroke in [PII]. First of all, I'm [PII]. I don't know if you had that on, if you have it on file.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] And I, I received a letter today saying that I faxed all this stuff. I thought I did anyway, and they said that I guess on page 8 and 10 of the fax was blank so I don't even know what that was what that is.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] OK, do you have your claim number? Do you have your policy number?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, I have
[CUSTOMER][NEUTRAL] Yeah, I have the claim number.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's 357-69003.
[AGENT][NEUTRAL] OK, let me pull this up here.
[AGENT][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] um
[CUSTOMER][NEUTRAL] That
[AGENT][NEUTRAL] All right. And then if I can get your first and last name and date of birth, please?
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] OK, first name [PII], last name 4, date of birth [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And then I need to verify your physical address, please.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And then if anything happens to our call, do you have a good callback number in case we're disconnected?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That like.
[CUSTOMER][POSITIVE] Thank you for the.
[AGENT][NEUTRAL] OK, so for this recent claim rate it's showing.
[AGENT][NEUTRAL] Need itemized bill. Um, in order to provide consideration for your claim, we need an itemized bill for the treatment received and medical records for the date of service.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I thought I faxed all of it I guess.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So what I need to go back to the doctor's office.
[AGENT][NEUTRAL] So
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So I need the the medical records.
[CUSTOMER][NEUTRAL] What would I need now?
[AGENT][NEUTRAL] Uh, you just need an itemized bill or a medical record.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] For date of service.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And you don't
[CUSTOMER][NEGATIVE] I don't wanna be.
[AGENT][NEUTRAL] Need to resubmit the claim form or anything like that. You can just submit the bill or medical record.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let's see but I OK I see what you say it.
[CUSTOMER][NEUTRAL] I autoized bill.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK, so OK.
[CUSTOMER][NEUTRAL] I have that and then you need the uh medical record and date of service.
[AGENT][NEUTRAL] Correct. For the date of service. Uh-huh.
[CUSTOMER][POSITIVE] OK, I have it, I got it.
[CUSTOMER][NEUTRAL] OK, so what I just need to go back to the doctor's office or the hospital, I guess, and get that those two and then, uh, what, where will I need to fax it the same fax.
[AGENT][NEUTRAL] Uh-huh, you can send it to the same fax number, yeah.
[CUSTOMER][NEUTRAL] Can you give me
[CUSTOMER][NEUTRAL] OK, that, OK you want me to just send it directly to y'all because I, I, I'll do it tomorrow.
[AGENT][NEUTRAL] Yeah, you can just mark you can just mark attention to claims on it and then the um
[CUSTOMER][NEUTRAL] You wanna give me that.
[AGENT][NEUTRAL] The fax number is 877.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 365.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 942 3.
[CUSTOMER][NEUTRAL] OK, I'm gonna repeat that [PII].
[AGENT][NEUTRAL] Mhm. Correct, yeah.
[CUSTOMER][POSITIVE] OK, well I'll get that taken care of tomorrow.
[AGENT][POSITIVE] OK, sounds good. Anything else I can help you with?
[CUSTOMER][POSITIVE] No, that'll be all and thank you very much.
[AGENT][POSITIVE] All right, thanks.
[AGENT][POSITIVE] Thank you for calling APL. Take care.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] Bye bye.