AccountId: 011433970860
ContactId: 426aa9c3-f035-4e28-95a1-e9a32094cc8a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 387200 ms
Total Talk Time (AGENT): 181222 ms
Total Talk Time (CUSTOMER): 165652 ms
Interruptions: 3
Overall Sentiment: AGENT=0.7, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/17/426aa9c3-f035-4e28-95a1-e9a32094cc8a_20250117T21:04_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, I need to speak to somebody about um a form, a couple of forms that I received on I guess they were claims from my doctor's office and on the back they say something I didn't understand.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, alright, I can help you with your claim. uh, can I get your name and your callback number please?
[CUSTOMER][NEUTRAL] OK, it's [PII].
[CUSTOMER][NEUTRAL] And my number is [PII].
[AGENT][NEUTRAL] Thank you, ma'am. And then what is your policy number?
[CUSTOMER][NEUTRAL] Say that again, I'm sorry.
[AGENT][NEUTRAL] What is your policy number?
[CUSTOMER][NEUTRAL] Policy number is 02.
[CUSTOMER][NEUTRAL] 433-284
[AGENT][NEUTRAL] OK, let me pull up your policy real quick, Ms. [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and for security reasons can you verify your date of birth for me?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] Thank you. And then what is your address, phone number and email address that we have on the policy for you?
[CUSTOMER][NEUTRAL] Um, address is [PII], and um I guess it's my personal email [PII].
[AGENT][NEUTRAL] I've got your email at Oa hospice.
[CUSTOMER][NEUTRAL] And the phone
[CUSTOMER][NEUTRAL] Uh, that's my work email. It's [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Yes, mhm, and then.
[AGENT][NEUTRAL] And the phone number you gave me to call you back on, is that your cell phone number?
[CUSTOMER][NEUTRAL] That's my cell mhm.
[AGENT][POSITIVE] OK, thank you. I appreciate you verifying your policy for me.
[AGENT][NEUTRAL] OK, do you have the claim numbers that I need to look up for you to give you what the remarks are? OK, what's the first one?
[CUSTOMER][NEUTRAL] Uh huh.
[CUSTOMER][NEUTRAL] I do.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, 355-0190.
[AGENT][NEUTRAL] OK, let me look that up.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so
[AGENT][NEUTRAL] What it's asking for is the explanation of benefits from your primary insurance.
[CUSTOMER][NEUTRAL] Oh, so it's asking, um.
[CUSTOMER][NEUTRAL] And so do I need to get the copies of that of why my insurance approved it I guess is what you're trying to get?
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Right, so this policy, um,
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Pays after the primary, so we'll need to get the EOB from the primary showing what they paid.
[CUSTOMER][NEUTRAL] Yes, mhm.
[AGENT][NEUTRAL] The part that they paid and you'll just you can send it in the same way that you did uh the other documents that you sent and just use the claim numbers as your reference numbers.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I don't know what other documents I sent. Has it been a while since I did those? That might have been an old or did my did.
[AGENT][NEUTRAL] Let me check to see if you did it or if.
[CUSTOMER][NEUTRAL] I should say I don't remember.
[AGENT][NEUTRAL] It's showing that you sent in the Medin claim form. Did you, um.
[AGENT][NEUTRAL] Did you fax that in or or mail it in?
[CUSTOMER][NEUTRAL] Oh well.
[CUSTOMER][NEUTRAL] OK, um, I don't remember doing that. Yeah, yeah, yeah, I don't know. I wonder if my insurance agent did it for me or something.
[AGENT][NEUTRAL] Or through the online service center.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh, they may have. They may have helped you do that.
[CUSTOMER][NEUTRAL] I don't remember, yeah.
[CUSTOMER][NEUTRAL] Yeah, so, um, I can get copies of this, um, while it was authorized on these, so what's the best way to.
[CUSTOMER][NEUTRAL] Send them in
[AGENT][POSITIVE] Through, well, actually the best way is through the online service center. It's the fastest um because it um if you go to [PII]
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, let me get this pen again. I didn't reach it. I just stopped, so that'll be good. OK, give it to me one more time, please.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] That's OK.
[AGENT][POSITIVE] It's [PII]
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] [PII] OK.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] And then will it step me through that way?
[AGENT][NEUTRAL] You
[AGENT][NEUTRAL] Right, you'll just sign up as a new user and then you're gonna choose the second option is you're an individual with a policy.
[AGENT][NEUTRAL] And once you get into the online service center you can send your documents that way um we also have a fax number if you'd like to fax them in.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, um, give me that just in case I have issue, please.
[AGENT][NEUTRAL] Absolutely, yes, ma'am. It's [PII].
[AGENT][NEUTRAL] 3659423
[CUSTOMER][POSITIVE] OK perfect.
[CUSTOMER][NEUTRAL] OK, alright, so I just need, I have 3 claims, so I just need to send.
[CUSTOMER][NEUTRAL] All three of these explanations.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Over to you with the claim number you're saying?
[AGENT][POSITIVE] Yes ma'am, I would refer the claim numbers, yes ma'am, definitely.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Miss [PII], is there anything else I can help you with?
[CUSTOMER][NEUTRAL] Uh, that
[CUSTOMER][NEUTRAL] Uh, no, ma'am, that's it.
[AGENT][POSITIVE] OK. Well, you have a blessed weekend, Ms. [PII], and thank you for calling APL.
[CUSTOMER][POSITIVE] Thank you you too bye bye.
[AGENT][POSITIVE] You're welcome