AccountId: 011433970860
ContactId: 3f56579a-886e-4e41-a82b-a662f3a8fb4b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 160240 ms
Total Talk Time (AGENT): 38986 ms
Total Talk Time (CUSTOMER): 76502 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=-1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/25/3f56579a-886e-4e41-a82b-a662f3a8fb4b_20250625T15:05_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I just got two separate letters in the mail. Um, one was saying that they received, um.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEGATIVE] A claim from me. I had emailed. This is all part of a grievance for a bill that wasn't um covered with the plan that I'm on. And then I also received and it said that um it was being reviewed, but then I also received an explanation of benefits, saying zero payment and saying they need itemized statements. But when I had emailed with my grievance, I
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEGATIVE] Attached and itemized bill. I attached the form. I did everything I was told to do. Why am I getting an exclamation of benefits saying that they need an itemized statement when I've already done that. I know it says they need a diagnosis code, but the diagnosis code is not included. The diagnosis code is not included on their itemized statement. So the only thing I can do is ask the hospital to send me a separate form that lists the diagnosis code, but it's not gonna be on the itemized bill.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Correct, that's that's fine yes and uh I do apologize for the confusion um I know a lot of the times those letters and stuff they're not very um clear as far as that's concerned and I can definitely get that pulled up but that is exactly what I was going to say it is most likely the it's just kind of a general thing um and they can be separate that's perfectly fine so as long as you did send the um itemized statement but it does, we do have to have those diagnosis codes as well so.
[CUSTOMER][NEUTRAL] So am I sending whatever they send me with the diagnosis code to the same email that I sent my whole grievance and claim form to?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Go be getting
[CUSTOMER][NEUTRAL] Hello.