AccountId: 011433970860
ContactId: 47771faa-7a05-44e0-9f38-69d4cbbe9985
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 169259 ms
Total Talk Time (AGENT): 74802 ms
Total Talk Time (CUSTOMER): 67064 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/23/47771faa-7a05-44e0-9f38-69d4cbbe9985_20250423T16:09_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] [PII], this is [PII]. I have a question on how to file a claim if we are self-pay. We're not gonna get a UBO4, so do you guys just get an itemized bill with the medical records for the diagnosis?
[AGENT][NEUTRAL] Um, do you have your policy number?
[CUSTOMER][NEUTRAL] I do, it's 740.
[CUSTOMER][NEUTRAL] 240.
[AGENT][NEUTRAL] OK, and is it you're filing a claim for yourself?
[CUSTOMER][NEUTRAL] It's for my son [PII].
[AGENT][NEUTRAL] OK. Um, can I get your birthday, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And do you have a good callback number, Ms. [PII]?
[CUSTOMER][NEUTRAL] Mhm [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And I just need your address and your email address.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] It's [PII] and the email is [PII].
[AGENT][POSITIVE] OK, thank you so much.
[AGENT][NEUTRAL] OK, so, yeah, if you, the main thing is that we have to see like the diagnosis code, so some type of documentation that has that.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, it's just typically itemized bills don't have it, but if, if you have that, then that's great, um, that's why we mentioned getting the actual claim form because.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Has all the information we need, but if, if you have any other type of documentation that has that, you know, bill charges, what they were what you were seeing for the diagnosis codes, that's what we need in order to process a claim.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] OK, yeah, no, I can um.
[CUSTOMER][NEUTRAL] Get you the medical records and I believe it does show the diagnosis on there. I've seen it before, but I didn't know if you guys that being that it's not gonna be a UBO4.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Yeah, the UBO4 is usually the best thing because it will have all of the procedure codes, the diagnosis codes, the bill charges.
[AGENT][NEUTRAL] Um, so, but again, if the main thing we're looking for are those pieces of information. So whatever documentation you could provide that has those pieces of information, that's what we can use to potentially process a claim.
[CUSTOMER][NEUTRAL] OK, so I'll just send you the the medical records with the itemized bill because they're not gonna give us a UB. We had a, um, we're sopa.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right. Well, thank you so much. Have a good day.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] OK. Thank you for calling APL. Have a great day.
[CUSTOMER][POSITIVE] Thanks bye bye.