AccountId: 011433970860
ContactId: 43040237-be27-490f-9e58-16e086650ce1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 248820 ms
Total Talk Time (AGENT): 81233 ms
Total Talk Time (CUSTOMER): 91159 ms
Interruptions: 2
Overall Sentiment: AGENT=0.9, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/15/43040237-be27-490f-9e58-16e086650ce1_20250415T16:20_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. I have to add more documents to a claim and uh how do I upload that information to you?
[AGENT][POSITIVE] OK. Yes, ma'am. I can
[CUSTOMER][NEUTRAL] It says the claim is already processed, so it doesn't have.
[CUSTOMER][NEUTRAL] Um, and upload.
[AGENT][NEUTRAL] OK. Yes, ma'am. I can take a look at that for you. First, let me get your name and a good callback number.
[CUSTOMER][NEUTRAL] Option when when I click on it.
[CUSTOMER][NEUTRAL] It's for [PII]. My name is [PII], the employer.
[CUSTOMER][NEUTRAL] You want a claim number?
[AGENT][NEUTRAL] Um, well, first, let's see.
[AGENT][NEUTRAL] Let me get your name and a callback number just in case we're disconnected.
[CUSTOMER][NEUTRAL] [PII] [PII]
[AGENT][NEUTRAL] OK. Thank you, [PII]. Um, now I need the policy number, please.
[CUSTOMER][POSITIVE] Oh my goodness.
[CUSTOMER][NEUTRAL] Is it 2,138,760?
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] And please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Um, the policy holder's name is [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] 726.
[CUSTOMER][NEUTRAL] 63, I think.
[AGENT][NEUTRAL] OK. And who's the patient?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And verify her date of birth, please.
[CUSTOMER][NEUTRAL] Oi oi.
[CUSTOMER][NEUTRAL] I just want to know how to upload these additional documents, so you'll pay the claim. How can I do that?
[AGENT][NEUTRAL] Um, are you calling from
[CUSTOMER][NEUTRAL] With I'm going through all this other stuff.
[AGENT][NEUTRAL] Are you calling from the
[CUSTOMER][NEUTRAL] Excuse me?
[AGENT][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] Sorry, I didn't hear you.
[AGENT][NEUTRAL] Are you calling from the provider's office?
[CUSTOMER][NEUTRAL] Can you hear me?
[CUSTOMER][NEUTRAL] No employer.
[AGENT][NEUTRAL] Yes, ma'am. I can hear you.
[AGENT][NEUTRAL] Oh, you're the employer?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, so
[CUSTOMER][NEUTRAL] So there's already a claim.
[CUSTOMER][NEGATIVE] But they need additional documents, so how do I upload those additional documents? I never get the option to upload now or something like that.
[CUSTOMER][NEUTRAL] On this claim because it says it's already processed.
[AGENT][NEUTRAL] OK. And what's the date of service on the claim?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. Yes, ma'am. And unfortunately, since um the claims have already processed because that, that's what it's showing on my end as well, you would need to upload those documents as a new claim. And what we'll do is that um we'll look at the date of service and know that um this is part
[AGENT][NEUTRAL] Of a claim that's already been processed is probably the additional information and we'll continue to process it from there. So you should see a um button or a link that asks for you to upload documents.
[CUSTOMER][NEUTRAL] Yes, that's on the new claim.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Yes, ma'am. You can upload the new claim that way. Yes, ma'am. Is there anything else I can assist you with?
[CUSTOMER][NEUTRAL] OK, so I'll do it that way then. OK.
[CUSTOMER][POSITIVE] OK, very good.
[CUSTOMER][POSITIVE] No, that's it. Thank you.
[AGENT][POSITIVE] Thank you again, [PII], for calling ATL. Have a great rest of your day. Mm bye.
[CUSTOMER][NEUTRAL] You too. Bye-bye.