AccountId: 011433970860
ContactId: 3f28bce8-80e7-4a6a-88e8-fee54323709a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1019270 ms
Total Talk Time (AGENT): 457138 ms
Total Talk Time (CUSTOMER): 488391 ms
Interruptions: 6
Overall Sentiment: AGENT=1.3, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/01/3f28bce8-80e7-4a6a-88e8-fee54323709a_20250401T17:40_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] OK, that's [PII]. And you need my policy number?
[AGENT][POSITIVE] Uh, yes please, [PII], if I could first though, I'll get a good call back number from you in case we're disconnected.
[CUSTOMER][NEUTRAL] OK. It's 580.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 612-222-29
[AGENT][POSITIVE] Thank you, and then uh yes, I can go ahead and take that policy number.
[CUSTOMER][NEUTRAL] 01
[CUSTOMER][NEUTRAL] 174188
[AGENT][NEUTRAL] Alrighty and then just gonna verify some information really quick. [PII], can I get your date of birth, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And can I get your mailing address?
[CUSTOMER][NEUTRAL] It's
[CUSTOMER][NEUTRAL] Uh it's [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right, I've got a different address for you, [PII]. This one is in [PII].
[CUSTOMER][NEUTRAL] Yes, I, I've moved. Yes, ma'am.
[AGENT][NEUTRAL] OK, so this needs to be corrected then.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, well, is the, the address you gave me your current address or is this the one, the [PII], is that the correct address?
[CUSTOMER][NEUTRAL] This is the current address where I'm living now. I guess I did this when I was living in Snow.
[AGENT][NEUTRAL] OK, um, if you would.
[CUSTOMER][NEUTRAL] And it was [PII].
[CUSTOMER][NEUTRAL] Go ahead.
[AGENT][POSITIVE] Go ahead, I'm sorry. No, you're right.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, go ahead, ma'am. What was you gonna say?
[AGENT][POSITIVE] Yes sir, if you wouldn't mind repeating your current address so I can go ahead and get this updated for you.
[CUSTOMER][NEUTRAL] Yes, ma'am. It's [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Got it. OK. I'm gonna read that back, make sure I heard that correctly. That was [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] Got it. OK, I will get that updated. Appreciate you verifying all of that, [PII]. uh, what can we help you with today?
[CUSTOMER][NEUTRAL] Well, I've hurt my knee and I'm wondering if this policy, I'm very, I'm very dumb on this. Does this cover my knee injury?
[AGENT][NEUTRAL] It's not dumb. These are very confusing. That's a very valid thing to wonder. Give me just a moment, let me get your policy pulled up. Let's see.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] May I ask how it happened? Did you take a full?
[CUSTOMER][NEUTRAL] Uh, no, ma'am. I was getting up from a seated, seated position and my knee just locked up on me.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Oh, I see. OK.
[AGENT][NEUTRAL] Did you have to receive treatment on it?
[CUSTOMER][NEUTRAL] I was sitting down
[CUSTOMER][NEUTRAL] Yes, ma'am. I've been to the emergency room and I, and I just got through going to uh uh orthopedic surgeon.
[AGENT][NEUTRAL] You did.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Got it. OK. So you did have to have surgery on that. All right. Let me get this pulled up here. Give me just a moment.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] OK. So, yeah, especially if you had to have that kind of medical treatment, um,
[AGENT][POSITIVE] You should be good. I'm, I'm more than happy to send you a copy of this policy, [PII], if you don't have it already, just so that you've got it for your records. um, what we would really need is going, I'm sorry?
[CUSTOMER][NEUTRAL] I've got a
[CUSTOMER][NEUTRAL] What we need is what?
[AGENT][NEUTRAL] Um, so we would need the information from the physician, uh, so where, wherever you went for any and all treatments that you received, we would need all of that information, um, so the itemized statement that shows, uh, diagnosis and procedure codes.
[AGENT][NEUTRAL] And if you uh call wherever you went they'll have that information.
[CUSTOMER][NEUTRAL] OK. Well, uh,
[AGENT][NEUTRAL] Essentially that's just gonna tell us what happened, why and what they did to help.
[CUSTOMER][NEUTRAL] OK. Um,
[CUSTOMER][NEUTRAL] I've got, uh, what about, hey, here, well, I paid it uh um mm.
[CUSTOMER][NEUTRAL] Did I pay anything at the hospital? I don't know. I got some receipts here. Let me see something here a minute.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] And I don't know if
[CUSTOMER][NEUTRAL] If them would help or?
[CUSTOMER][NEUTRAL] OK. No, that's not it. Give me, bear with me, ma'am.
[AGENT][NEUTRAL] You're fine.
[CUSTOMER][NEUTRAL] OK. Paris Hospital, it's just showing me, it, it's uh
[CUSTOMER][NEUTRAL] It's, I show it's, it's an itemized list of stuff and it's got a line through a number or through some stuff. And I don't know if that's what you would need or if you need something different.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Sure, unfortunately I wouldn't be able to say yes or no over the phone of course without having like being able to see it myself, you're more than welcome to go ahead and submit that um do you have access to a uh desktop or a laptop computer, [PII]?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Ma'am, I barely work in this uh smartphone.
[AGENT][NEUTRAL] I understand that's all right. No, that's fine. Uh, the reason I ask.
[CUSTOMER][NEUTRAL] Uh, uh,
[CUSTOMER][NEGATIVE] Well, um, I embarrassing as heck.
[AGENT][NEUTRAL] No, you're it's not, no, I mean we all have strengths and weaknesses. I'm sure there's tons you know that I don't, um, so there's, uh, the reason I ask though is that that's typically going to be the quickest and easiest way to get claim information to us otherwise, um, I do have a mailing address and a fax number. Uh, if you'd rather be certain, I would call the provider or whatever facility you went to for treatment and just ask them for that information just so that you're certain that that's exactly what you're getting.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] OK. Let's go, go slow and I might have to have you spell some stuff. Now what do I need to go, what do I need to call Paris about?
[AGENT][POSITIVE] No worries.
[AGENT][NEUTRAL] Yes sir, so you need that itemized statement.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK, spell itemize.
[AGENT][NEGATIVE] Oh my goodness, don't do that, um, ITEM. I have to look at it.
[CUSTOMER][NEUTRAL] Oh I I I I T E M.
[AGENT][NEUTRAL] There we go. I so I as in indigo.
[AGENT][NEUTRAL] T as in Tango.
[AGENT][NEUTRAL] E as in echo, yeah.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] M as in Mike,
[AGENT][NEUTRAL] I as in India,
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Z as in Zebra.
[AGENT][NEUTRAL] E as in echo.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] D as in Delta.
[CUSTOMER][NEUTRAL] C and D in Delta, OK.
[AGENT][NEUTRAL] Correct. So itemized statement. Yes, sir.
[CUSTOMER][NEUTRAL] Statement
[CUSTOMER][NEUTRAL] OK. So I need that from both facilities.
[AGENT][NEUTRAL] That shows
[AGENT][NEUTRAL] Yes, so it's not just out of my statement though. It also needs to include diagnosis codes.
[CUSTOMER][NEUTRAL] OK. Uh,
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] You want me to spell that as well?
[CUSTOMER][POSITIVE] I'm trying to spell include, I'm sorry.
[AGENT][NEUTRAL] Oh no, you're fine. Um, I as in India.
[AGENT][NEUTRAL] N as in November.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] C as in Charlie,
[AGENT][NEUTRAL] L as in Lima,
[AGENT][NEUTRAL] U as in umbrella.
[AGENT][NEUTRAL] D as in Delta.
[AGENT][NEUTRAL] E as in echo.
[CUSTOMER][NEUTRAL] Include itemized statements.
[AGENT][NEUTRAL] Yes, and diagnosis codes.
[CUSTOMER][NEUTRAL] Or
[CUSTOMER][NEUTRAL] OK. OK. Right diagnosis code. Well,
[AGENT][NEUTRAL] Yes, sir. Diagnosis?
[CUSTOMER][NEUTRAL] Oh, OK, um.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So D as in Delta?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] I as in indigo.
[AGENT][NEUTRAL] A as in Alpha.
[AGENT][NEUTRAL] G as in golf.
[AGENT][NEUTRAL] N as in November.
[AGENT][NEUTRAL] O as in Oscar.
[AGENT][NEUTRAL] S as in Sierra.
[AGENT][NEUTRAL] I as in indigo.
[AGENT][NEUTRAL] And S as in Sierra.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] The diagnosis codes. Yes, sir.
[CUSTOMER][NEUTRAL] Code.
[CUSTOMER][NEUTRAL] COAD, right?
[AGENT][NEUTRAL] Uh, CODES.
[AGENT][NEUTRAL] And then there's one more and then we're done.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes, ma'am. Yes, ma'am.
[AGENT][NEUTRAL] All right, so diagnosis and procedure codes.
[CUSTOMER][NEUTRAL] OK, spell procedure code.
[AGENT][NEUTRAL] So, yes, sir. P as in Paul.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] R as in Romeo.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] O as in Oscar.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] C as in C as in Charlie.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] E as in echo.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] D as in Delta.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] U as in umbrella.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] R as in Romeo.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And then E as in echo.
[CUSTOMER][NEUTRAL] OK. And that's them codes too.
[AGENT][NEUTRAL] Yes sir, so out of my statement that shows diagnosis and procedure codes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. Ma'am, I'll tell you what, what, do you have military background?
[AGENT][NEUTRAL] And, yes, sir.
[AGENT][NEUTRAL] How did you know?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] the way you, why you gave them numbers out.
[AGENT][NEUTRAL] Yes, sir, um, most of my family is in the military.
[CUSTOMER][POSITIVE] My, my dad was, my, my dad was military. Oh God bless y'all.
[AGENT][NEUTRAL] Yeah, I would be too, uh, I would be too, um, fortunately, I had one too many surgeries. They didn't like it, so.
[CUSTOMER][POSITIVE] Yes, ma'am. Well, just tell your family when you see them, there's a guy said, God bless them because I'm, I'm glad they're there. They're keeping us safe.
[AGENT][POSITIVE] I'm sure I sure will that'll mean a lot to them. I appreciate it.
[CUSTOMER][NEUTRAL] I mean, my dad, daddy was a marine in uh [PII] and he tried, I, he talked me out to go. He said, son, they need you there, he said, they need you. See, he's on the front lines running the machine gun and was, was getting over getting overrun by a Chinese and I had to fall back because his gun, his gun was getting too hot.
[AGENT][POSITIVE] Oh wow.
[AGENT][POSITIVE] Oh wow.
[AGENT][NEUTRAL] Mhm, yeah.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] So, yeah, and, but that's the only thing he ever said, except about being around the biback drinking and, and buying trading for guns.
[AGENT][NEUTRAL] Right. Wow.
[CUSTOMER][NEGATIVE] And everything, but that, that's, that's, ma'am, that's all he ever talked about. But dad did, that did simplify for the the guys that come back that were homeless cause he said, he said they were messed up worse than I was.
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] Yeah, absolutely.
[CUSTOMER][NEUTRAL] So, well,
[CUSTOMER][NEUTRAL] Right. Back to our story. OK. So I need various imaging statements, including diagnosis codes and procedure codes. And OK, now when I go to, we got that, that's at the hospital. Then I went over to, to
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] That's it. Yes, sir.
[CUSTOMER][NEUTRAL] Orthopedic surgeon deal. I need to go over there and do the same thing with them and see what they're going with. And they're not done. We're just getting everything ready because they said in about 2 weeks, I'll get called back down there to get an MRI.
[AGENT][NEUTRAL] OK, yes.
[CUSTOMER][NEUTRAL] And do, do I need to wait on that or do I need to try to get something figured out or?
[AGENT][NEUTRAL] Um, I would wait. There's no timely filing limit, so it's not like you have to get it to us within a specific amount of time. So if that's easier for you to just wait until you have it all, you can send it all at once, um, if that's easier for you. So we also need, um, you need a claim form as well [PII] now I can.
[AGENT][NEUTRAL] Send this to you. It is on our website, but I can just go ahead and send it to you um I can have it mailed to you or do you have an email I can send it to? Whatever is easier for you.
[CUSTOMER][NEUTRAL] Ma'am
[CUSTOMER][NEUTRAL] Uh,
[AGENT][POSITIVE] OK. All [PII], I will get that mailed.
[CUSTOMER][NEUTRAL] I got a, I got an email, but I don't know what it is.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] That's perfectly fine. That is perfectly fine. I wish I could get away from mine honestly so I will have this claim form sent to you so uh hold off on sending anything to us, um, until you get this form you'll just fill out that information it's just real basic stuff, you know, your name, what happened, yada yada, and then you'll send that with all of that other documentation that you get, uh, from the provider's office.
[CUSTOMER][NEUTRAL] You know,
[CUSTOMER][NEUTRAL] Yes, yes, ma'am.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, [PII] lady, that sounds fantastic. And I mean, I don't know what the, I don't know what this uh insurance that I got will do with y'all. If it pays anything or if it or gives me anything, uh, I'm good with it. I've just, I just bought it and I, I need to see what it is.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Absolutely.
[CUSTOMER][NEUTRAL] So, well, I, I, are we done? or, I mean,
[AGENT][NEUTRAL] Yes, sir, unless you have any other questions for me.
[CUSTOMER][NEUTRAL] Yes, I got one. What part of the country do you live in?
[AGENT][NEUTRAL] Yes sir.
[AGENT][NEUTRAL] I am in [PII]. I'm actually, um, right now I'm in [PII].
[CUSTOMER][NEUTRAL] Really? Huh, well, I'm south of you. I'm in [PII]. So you, you be careful up there to be careful, it's supposed to get stormy up there.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] I know antlers, yes.
[AGENT][POSITIVE] Oh, I know it. I'm ready to turn on [PII]. That's my favorite show.
[CUSTOMER][NEUTRAL] Right. Well, you know, in all honesty, uh, from one [PII] to, to another one, we think about y'all up there, you know, I mean, no one wants a tornado. And uh we just live in [PII], and good lord, y'all had your share of them. But you know, in [PII] got white plum off the map.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Oh, I know.
[CUSTOMER][NEUTRAL] Well, there's lots of, uh, yeah, there's lots of people. So, so you're familiar with antlers?
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] I am, um, my mom lives in, uh, [PII], so I'll drive that way. Um, sometimes I'll take that path that takes me through [PII]. Um, it's real pretty. I love it down there.
[CUSTOMER][POSITIVE] Well, good.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][POSITIVE] Yes, yes, ma'am. I'll tell you something right now. If you ever, if you ever get a chance and you, you break down or something, just ask about anybody and they'll help you. I promise you. There's uh both of our record services which we got 3 now, but Kohl's or Big Oakies, they'll help you fix anything you got and get you on the road.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Oh, I believe you.
[AGENT][POSITIVE] That's really good to know. Thank you.
[CUSTOMER][NEUTRAL] Yes, ma'am. So, well, I guess we're done. I'm done. Excuse me.
[AGENT][NEUTRAL] Yes, sir. All right. Yeah, I know that was quite a bit of information.
[CUSTOMER][POSITIVE] Well, and I do, I do appreciate you a bunch.
[AGENT][POSITIVE] Absolutely, yeah, that's what we do we wanna be able to help.
[CUSTOMER][NEUTRAL] So, if I, if I call, if I call that prayer place, will they, will they give it to me over the phone, all that stuff, or do I need to get them to mail it to me?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um, honestly, it depends on them, you know, however, they would be able to do that.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah, it might, it might be best I go down there and get it.
[AGENT][NEUTRAL] Uh, you know, it might be, it might be easier for you, for sure.
[CUSTOMER][POSITIVE] Right, right. Well, OK. Well, you got a voice like you, right. Well, you got a voice like a friend of mine, so it's, it's good to hear that voice. So she, yeah, she's a, she's a hoot.
[AGENT][NEUTRAL] Because sometimes they can be pretty roundabout.
[AGENT][NEUTRAL] Oh.
[AGENT][POSITIVE] I'm so glad to hear that.
[CUSTOMER][POSITIVE] Yeah, she's a hoot. So, thank you, thank you very much for your time. And hey, if this is being recorded, if this is being recorded, what I want to say to the recording, this young lady has helped me very much and I appreciate all the work she's done and what she's done for me. And ma'am, you have a blessed day. Well, you're welcome cause you have. Uh, thank you very much, ma'am.
[AGENT][POSITIVE] I love to hear that.
[AGENT][POSITIVE] Yes, sir. Oh, you are very welcome.
[AGENT][POSITIVE] I sure appreciate that, [PII].
[AGENT][POSITIVE] Thank you. You too.
[AGENT][POSITIVE] Thank you. Have a great one. Bye bye.
[CUSTOMER][NEUTRAL] Bye-bye.
[CUSTOMER][NEUTRAL] You too bye.