AccountId: 011433970860
ContactId: 468aba44-3788-4c7a-a36e-ce8bb3c373b6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 663059 ms
Total Talk Time (AGENT): 254765 ms
Total Talk Time (CUSTOMER): 417312 ms
Interruptions: 13
Overall Sentiment: AGENT=1.7, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/20/468aba44-3788-4c7a-a36e-ce8bb3c373b6_20250520T14:35_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] from [PII]. I got a, a, a letter in the mail uh.
[CUSTOMER][NEUTRAL] Explanation of benefits and I'm trying to get the upper hand of what we're looking for. Is there a way you can help me? I can give you a reference number.
[AGENT][NEUTRAL] Yes sir.
[AGENT][NEUTRAL] Yes, um, Mr. [PII], I can help you. It sounds like it was from a claim.
[CUSTOMER][NEUTRAL] Right, right.
[AGENT][NEUTRAL] Please get your call back number sir just in case the call is disconnected.
[CUSTOMER][NEUTRAL] OK, sure thing, my call back number is gonna be [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you, Mr. [PII]. And then what is your policy number, sir?
[CUSTOMER][NEUTRAL] Policy 02315126.
[AGENT][NEUTRAL] OK, let me look that up real quick.
[CUSTOMER][NEUTRAL] And I just saw the date of this service and uh the date of that service was when I went to the doctor's office to get that uh.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] That drains you bottom of my stomach.
[CUSTOMER][NEUTRAL] That's what that was about. I was on [PII], but it wasn't, it was just, uh, I just wanted to explain that to, to you guys just in case and whatever you need just uh try to help me with this. I'm trying to get up a hand of that.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, I understand, sir.
[CUSTOMER][NEUTRAL] Maybe when you fall sick, buddy, let me tell you, I spend, I spend like 810 days at the hospital all together with that crazy stuff, man, I tell you.
[AGENT][POSITIVE] Oh goodness.
[CUSTOMER][NEUTRAL] And the only thing you do now, yeah, the doctor's office. Oh, you're right, and the only thing they did for a whole month was stay in the doctor's office, you know how that goes. They kick the can. You gotta see this when you gotta see that one, blah blah blah. And I'm like, and that was the first time I ever went to the hospital.
[AGENT][POSITIVE] Well, I'm glad you're not there anymore.
[AGENT][POSITIVE] Oh, goodness.
[AGENT][POSITIVE] Oh goodness gracious. Well, when you, you did it, you.
[CUSTOMER][NEUTRAL] In my life. I'm [PII] old. I never had nothing. Yeah, yeah, you're right, we made it. I was, I was scared.
[AGENT][POSITIVE] You did it up good, didn't you?
[CUSTOMER][NEUTRAL] You better believe it.
[AGENT][NEUTRAL] OK, Mr. [PII], um, can you please give me your date of birth?
[CUSTOMER][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] Thank you sir and then what is your address, phone number and email address that we have on the policy for you?
[CUSTOMER][NEUTRAL] OK, my address is uh [PII].
[CUSTOMER][NEUTRAL] Uh, my, I got a new email. I'm not the fire chief no more. Retired since that that made me retired, so I retired. I can, yeah, you better believe it, baby, and I can give you my new email address.
[AGENT][POSITIVE] Yay, good. You got to retire.
[AGENT][POSITIVE] OK, what is the new one and I'll correct it for you. Yes, sir.
[CUSTOMER][NEUTRAL] You're ready for that one?
[CUSTOMER][NEUTRAL] OK. It's [PII].
[CUSTOMER][NEUTRAL] Due D U E T 400.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, let me get that corrected. um, can you give me what your previous email was, sir?
[CUSTOMER][NEUTRAL] OK, you're ready for that one is is [PII].
[CUSTOMER][NEUTRAL] Dot CO X.
[CUSTOMER][NEUTRAL] M A I L.
[CUSTOMER][NEUTRAL] [PII] that was my previous one.
[AGENT][NEUTRAL] OK. OK.
[AGENT][NEUTRAL] Alright, I am updating you right now with that email address.
[CUSTOMER][NEUTRAL] There you go, OK.
[CUSTOMER][NEUTRAL] Yeah, I'm not at work no more, so I'm at home so I had to make up a new ain't that something?
[AGENT][POSITIVE] Yeah, but that's good. You all got to retire. That's what we all work so hard for.
[CUSTOMER][NEUTRAL] Oh yeah.
[CUSTOMER][NEUTRAL] Oh yeah.
[CUSTOMER][NEUTRAL] I've been a farm in 51 years, so look out 5G for 30.
[AGENT][POSITIVE] Oh, thank you so much for your service. Thank you very much for your service. My son-in-law, um, now he's full-time military now, but he worked for, uh, the fire department. His mama is actually, I'm in [PII] and his momma is actually a fire trainer in Meridian, so she, she helps all the newbies that come, yes.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Wow, and Meridian, ain't that so?
[CUSTOMER][POSITIVE] Right. Oh, she takes care of the rookies. There you go.
[AGENT][POSITIVE] And she's a little bitty thing. She's a little bitty itty tiny thing, but she can get it.
[CUSTOMER][NEGATIVE] Ain't that something that's the you better believe it. I had some guys that was small at a fire station out there. They can all eat me 10 to 1 and all the rest of the guys and they never gain weight.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Ain't that something?
[AGENT][POSITIVE] Oh goodness. Yeah, that is. The little ones you got to worry about, right?
[CUSTOMER][NEUTRAL] That's it. That's it. They can eat like horses and uh still they'll begin any anyway.
[AGENT][NEUTRAL] Right, that metabolism they have. OK, so I've got
[CUSTOMER][POSITIVE] That's right I think that's what it is.
[AGENT][NEUTRAL] I've got your claims pulled up.
[CUSTOMER][NEUTRAL] Yeah, I was looking on the paper. I was looking at it says 4:23 and that's when I went to the doc just the doctor's visit. That's what that was.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and the claim number that you're showing is it 359-862-9?
[CUSTOMER][NEUTRAL] Uh, the reference number?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Or the claim number either one.
[CUSTOMER][NEUTRAL] Uh, I, I don't see the claim number on this document that you sent me, but it said a reference.
[AGENT][POSITIVE] I think I've got the right one pulled up.
[AGENT][POSITIVE] Yes, I've got the right one.
[CUSTOMER][NEUTRAL] I got the reference number is it's, yeah, the reference number is 02.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 31
[CUSTOMER][NEUTRAL] 5126
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And they're using that number the same as the policy isn't that crazy?
[AGENT][NEUTRAL] Yeah, that is they used it as your reference number. OK, so looking at it um.
[CUSTOMER][NEUTRAL] Yeah, so
[AGENT][NEUTRAL] It looks like a claim was sent in and they're just needing some additional information um.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] They need the itemized bill or medical records, um.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] But that's for the whole thing I gave them all of that. I mean, I mean the they gave me a stack of paper.
[AGENT][NEUTRAL] Yeah, we need the itemized bill.
[AGENT][NEUTRAL] Yeah, it, it's stating.
[CUSTOMER][NEUTRAL] Yeah, so that's what you're looking for an item.
[AGENT][NEUTRAL] Itemize bill for treatment.
[CUSTOMER][NEUTRAL] And that's is that only for the 4 is that only for the 423? Because I'm looking at the front page on the explanation of benefits it's saying from 423 to 423.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Is that all they're looking for is for that date because all the rest we send that itemize everything to them, the doc they filled out plus additional papers is that.
[CUSTOMER][NEGATIVE] Is that what you're looking for, just the 4, the [PII] date one, or what are they looking for? That's what it got me so confused.
[AGENT][NEUTRAL] Yes, sir. Yes, sir.
[AGENT][NEUTRAL] Yes, sir. I, I understand.
[CUSTOMER][NEUTRAL] So you just need for that day there.
[AGENT][NEUTRAL] Yes, and um it's also.
[CUSTOMER][NEUTRAL] So they're just looking for what happened for 23?
[AGENT][NEUTRAL] Yes, for 4/23 that's the date of the claim, um, and then.
[AGENT][NEUTRAL] There's another remark here that um.
[AGENT][NEUTRAL] It says the enclosed claim form must be completed by you and your physician and returned to our office. The claim form will be used as proof of loss for your critical illness diagnosis. If you should have any questions, um, to call us, which you did and so.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Right, that's
[AGENT][NEUTRAL] Need the itemized statement with the diagnosis and procedure codes is what they're asking for.
[AGENT][NEUTRAL] And for that claim form to be filled out by you and your physician.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII], I swear I did all that already. That's what I, I'm really confused because you see, I did this. I sent it to my, uh, agent and he sent everything off. So you think I contact my agent and see what happened with that, or they just, are they looking for the [PII] when I went to the doctor to get that tube taken out? Is that what you're looking for? Just that date there.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yeah, that's the only data service I see, yes.
[CUSTOMER][NEUTRAL] Because I saw where it said date and it's saying [PII]. So what I'll do, I'll go to the doctor. I'm I'll schedule up something over there and I could drop this document off to somebody over there and get them to get that information to them. So I'll use this paper and I'll use that. So 423, that was, that was another procedure done because uh they had to pull that tube out.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEGATIVE] And uh but it was nothing. She just pulled this thing on, she kept pulling it. I was like, oh my God. And I was, I was up like nothing happened, you know, I thought they were gonna put me to sleep for this, but they did. So that's all they're looking for. OK.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] Oh gosh.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] No, I
[AGENT][POSITIVE] That and it's amazing how all of that can fit inside and you don't even know all of it's in there.
[CUSTOMER][NEUTRAL] Oh, that there was at least a foot of cube in me. I was like, oh my God.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] Like I hate it to look. I thought that was pulling out my guts, you know, but look, thank you so much, ma'am. That's great. So I'll, I'll get, you know, I'll go bring this thing probably, uh, maybe tomorrow I'll go bring it to the doctor and then I can pick it up once they get it, or she can email it to me and I can maybe email that back to you or whatever, you know.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, you don't want to use email. Uh, we have an online service center.
[CUSTOMER][NEUTRAL] OK, so I'll get I'll.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So I can mail it, right? I can.
[AGENT][NEUTRAL] We have an online service center.
[AGENT][NEUTRAL] Yes, you can mail it. You can mail it or if the doctor's office will do it for you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] I'll be it probably be best.
[CUSTOMER][POSITIVE] OK, I'll see what they'll do because boy, sometimes they're funny squirrels, you know how they do.
[AGENT][NEUTRAL] Yep, yep.
[AGENT][NEUTRAL] Oh yes.
[CUSTOMER][POSITIVE] But I, I'll, I'll jump on this quick. I'll jump on this tomorrow and try to make this happen. I'll give him a call and tell them what's going on. I'll go drop this thing off and get somebody to start helping me. It don't look like it's much what they need, so you know I could get something from there with them, you know, OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes. Yes, sir.
[CUSTOMER][POSITIVE] But thank you so much man for taking my call.
[AGENT][POSITIVE] You're very welcome. I hope you have a wonderful rest of your day and we thank you for calling APL, Mr. [PII]. Bye bye, sir.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, you too ma'am.
[CUSTOMER][POSITIVE] OK, that's great. OK, [PII], thank you so much. OK, bye bye.