AccountId: 011433970860
ContactId: 43e02a2b-30dc-45ba-b328-7a17ebf0a382
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 224539 ms
Total Talk Time (AGENT): 70464 ms
Total Talk Time (CUSTOMER): 105348 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/07/43e02a2b-30dc-45ba-b328-7a17ebf0a382_20250507T14:14_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Um, yes, ma'am, I was, um, calling to check on a claim, um, that, um, a doctor had sent to y'all supposedly I don't know if y'all have received it or not, but, um, I'll give you my policy number.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Really?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] 02517475
[AGENT][NEUTRAL] OK. Can I have your name and your date of birth?
[CUSTOMER][NEUTRAL] Uh, [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK, [PII], could you please verify your address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And then do you have a good callback number in case we are disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And this is a claim for yourself?
[CUSTOMER][NEUTRAL] Yeah, I didn't know if you received received the claim or not um it's for um Doctor's Hospital date of service uh [PII].
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Uh, let's see, [PII].
[AGENT][NEUTRAL] No, I don't have a claim on file. I've got a claim for
[AGENT][NEUTRAL] [PII] [PII], but I don't have anything for [PII].
[CUSTOMER][NEGATIVE] Hm, um, how do I submit the claim? I mean, I just call them back and give them, I've given them this insurance information two times and they said that we're gonna submit it to y'all and it never gets there for some reason. Um, I have the bill, um, can I just send that to y'all or?
[AGENT][NEUTRAL] So, it'll need, we need your explanation of benefits from your primary insurance.
[AGENT][NEUTRAL] So we'll need that piece and then if you have uh something, some documentation, it'll have to have, you know, the date of service, the bill charges.
[AGENT][NEUTRAL] What services were rendered and then the diagnosis.
[AGENT][NEUTRAL] Then you can submit those together for a reimbursement.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So I have to get the um EOD.
[AGENT][NEUTRAL] Yes, from your primary insurance.
[CUSTOMER][NEUTRAL] From my um
[CUSTOMER][NEUTRAL] And I'll send that and then a copy of the bill that's got all the information on it.
[AGENT][NEUTRAL] Yes, as long as it has all the things that I mentioned. Um, and you can either fax it, um, if you have an account on, on our online portal, you can upload it there, um, or mail it.
[CUSTOMER][NEUTRAL] OK, I'll have to go um under my insurance thing and get the um copy of the EOB.
[CUSTOMER][NEUTRAL] And print that off, OK.
[AGENT][NEUTRAL] You want our fax number or?
[CUSTOMER][NEUTRAL] Alright, because the bill.
[CUSTOMER][NEUTRAL] Yeah, the, uh, the bill has got all the information on it, data service account number, uh, the billing stuff that I got to get the copy of the EOB from my primary insurance.
[AGENT][NEUTRAL] Yes, yes.
[CUSTOMER][NEUTRAL] Um, it's [PII].
[AGENT][POSITIVE] That's right, yes.
[CUSTOMER][NEUTRAL] OK, and I just fax those on to y'all, OK.
[CUSTOMER][POSITIVE] All right, well, thank you, ma'am.
[AGENT][NEUTRAL] OK, anything else I can help with, [PII]?
[CUSTOMER][NEUTRAL] That'll be all.
[AGENT][POSITIVE] OK, thanks for calling APL. I hope you have a good day.
[CUSTOMER][POSITIVE] Thank you. Bye-bye.