AccountId: 011433970860
ContactId: 4418de7a-cfa2-43e5-b121-ed0761b1c359
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 128490 ms
Total Talk Time (AGENT): 59614 ms
Total Talk Time (CUSTOMER): 55568 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/25/4418de7a-cfa2-43e5-b121-ed0761b1c359_20250425T17:19_UTC.wav
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[CUSTOMER][POSITIVE] And it gets paid.
[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII], and I called last week about two claims that I have.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Can I give you my policy number?
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] 259-724-8
[AGENT][NEUTRAL] OK, and may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, and I have the policy and um
[AGENT][NEUTRAL] I have it pulled up here.
[CUSTOMER][NEGATIVE] OK, I put a claim for some lab work that I'm getting billed for and they told me they needed a code that's why it was closed and denied.
[CUSTOMER][NEUTRAL] So do I have to set up a new claim or can I attach it there? How do I do that?
[AGENT][NEUTRAL] So, are you submitting the claim on the online service center? Like, or are you, how are you sending it?
[CUSTOMER][NEUTRAL] I had already submitted it.
[CUSTOMER][NEUTRAL] I submitted already a couple of weeks ago, but it was declined because it was needing a code for the lab work. So I got the code from the lab work. Oh.
[AGENT][NEUTRAL] Right, so I'm asking you
[AGENT][NEUTRAL] Right, so how are you sending it into us, like, do you upload it or do you fax it or mail it?
[CUSTOMER][NEUTRAL] That's what, well, that's my question, how do I do it?
[AGENT][NEUTRAL] OK, so when you submitted the first claim, how did you send it to us?
[CUSTOMER][NEUTRAL] Online.
[AGENT][NEUTRAL] OK, so if you're sending it online,
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] You would just upload the medical documentation that has the codes, uh, if it was asking for diagnosis or whichever um codes, procedure codes, you would just upload it. Now, it's gonna look like it's a new claim, anytime you submit something, it's gonna look like a new claim, but they'll know when they, you know, examine it that that's the additional information that was asked for.
[CUSTOMER][NEUTRAL] OK. OK.
[CUSTOMER][POSITIVE] OK, all right, thank you so much for your help. I appreciate that.
[AGENT][POSITIVE] You're very welcome. Was there anything else I can help you with?
[CUSTOMER][POSITIVE] That's it. You take care. Bye bye.
[AGENT][POSITIVE] Alright, you also thanks for calling APL.
[CUSTOMER][NEUTRAL] You too.