AccountId: 011433970860
ContactId: 4c2a39f1-0b6a-4ae4-9697-99ca42596923
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 471119 ms
Total Talk Time (AGENT): 176729 ms
Total Talk Time (CUSTOMER): 232324 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/11/4c2a39f1-0b6a-4ae4-9697-99ca42596923_20250311T17:23_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon, [PII]. My name is [PII], and I filed a claim and it's been requested that I send more info, but I have a question about um.
[CUSTOMER][NEUTRAL] It's the bills from the.
[CUSTOMER][NEUTRAL] Medical facilities you visited. Um, it looks like.
[CUSTOMER][NEUTRAL] The notice I received.
[CUSTOMER][NEUTRAL] They wanted a code for diagnosis.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] But I have the one form I have which is from the orthopedic office.
[CUSTOMER][NEUTRAL] Um, was for basically a consultation where we're were informed by the practitioner that it was.
[CUSTOMER][NEGATIVE] Um, a sprain, so really no action to be taken unless it didn't get any better. That was the last visit. And then the other visit was, I don't know that I, if I sent it.
[CUSTOMER][NEUTRAL] I'm thinking I did, which is from the urgent care, so there's only two things that I should have submitted. So I guess my first question would be do you only have one and should I submit the second and then what do I do about the.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, information I have from the orthopedic that has no quote.
[AGENT][NEUTRAL] OK, all right, Ms. [PII], I'll be able to answer your claim questions. Can I get your, I'm sorry, your policy number, please, just so I can look that up.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Is it possible to give you my social?
[AGENT][POSITIVE] Yeah yes ma'am.
[CUSTOMER][NEUTRAL] One. OK. Uh [PII].
[CUSTOMER][NEUTRAL] [PII]. I wonder if it's on this letter.
[CUSTOMER][NEGATIVE] It is. I can also give you the policy number. That doesn't work.
[AGENT][NEUTRAL] OK, what is that?
[CUSTOMER][NEUTRAL] I didn't see it on there, yeah.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, that I have is 0254.
[CUSTOMER][NEUTRAL] 8555.
[AGENT][NEUTRAL] OK, let me look that up real quick.
[CUSTOMER][NEUTRAL] But that also says it's the reference number.
[CUSTOMER][NEUTRAL] And I also clean them.
[AGENT][NEUTRAL] OK, so the, the number that you're showing is 02548555?
[CUSTOMER][NEUTRAL] Yes ma'am, and that says it is the policy number, but it also says it is the reference number, so.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Would you prefer the claim number?
[AGENT][NEUTRAL] Yeah, let's do the claim number.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] 356-691-9
[AGENT][NEUTRAL] OK, let me look that up real quick.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're very welcome.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] OK, [PII], um.
[CUSTOMER][NEUTRAL] Um
[AGENT][NEUTRAL] I'm not showing that, ma'am.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] OK, I'm sorry, I, I said your name wrong. I apologize for that.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] That's OK.
[CUSTOMER][POSITIVE] That's what I don't get, so I'm entertained.
[AGENT][NEUTRAL] That's a big
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK let me look um I'll need to verify the policy with you can you please just give me your date of birth?
[CUSTOMER][NEUTRAL] Yes, ma'am. Uh, [PII].
[AGENT][NEUTRAL] Thank you and then may I also have your address, phone number and email address that you have on the policy with us.
[CUSTOMER][NEUTRAL] Sure, [PII] [PII] [PII].
[AGENT][POSITIVE] OK, thank you. I appreciate you verifying your policy for me.
[CUSTOMER][NEUTRAL] You doing it.
[CUSTOMER][POSITIVE] It's beautiful.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so.
[AGENT][NEUTRAL] Or can the um provider give you an itemized statement? I know you said that you sent in the bills for the payment receipts, and we can't accept those.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] But can they give you an itemized statement?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEGATIVE] I've tried to call before I spoke with you and no one answers the phone.
[AGENT][NEUTRAL] That's what
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] So I don't know how um.
[AGENT][NEGATIVE] Oh no.
[AGENT][POSITIVE] Yeah, that's what we'll need.
[CUSTOMER][NEUTRAL] I don't know if I'm gonna have to drive all over there. Yeah, what a dumb thing. I don't know why they wouldn't put the codes on. That seems like a pretty basic thing to do.
[AGENT][NEUTRAL] Yeah, that's
[AGENT][NEUTRAL] Right, right.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] And there's no codes on either one, and they're from different providers.
[AGENT][NEUTRAL] Oh no, that's crazy. Yeah, just.
[CUSTOMER][NEUTRAL] It's like the land of the dump.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Just ask them if you can get an itemized statement, um, that should cover you on that.
[CUSTOMER][NEUTRAL] Alright, so
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] OK, and when I send in the claim form I filled it all out.
[CUSTOMER][NEUTRAL] Um, because they initially did it online, but they sent me another one to fill out, which I've done. Can, is there somewhere to email it or must I mail it?
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Uh, you can, uh, you can file your claim by fax. You can mail it or you can sign up for the online service center and do it electronically.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I thought I did that, but maybe I didn't.
[CUSTOMER][NEUTRAL] I filled out my claim form online.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So do I, should I submit this again like I don't wanna confuse the system here.
[AGENT][NEUTRAL] Right, I understand what you're saying no, you can, you can submit it because, right, because it was asking for um.
[CUSTOMER][NEUTRAL] Since we're already about 1000.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] For the insured, give a detailed description of the accident or diagnosis of sickness. So that's what they're asking for on the claim form. So when they ask for things like that, they know that it's gonna be resent again.
[CUSTOMER][NEUTRAL] OK, so I guess I'll just drive to these places and show up and maybe they will give it to me. I don't know why they.
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] And just tell them that you're needing a.
[CUSTOMER][NEGATIVE] But they don't know who they're dealing with.
[AGENT][NEUTRAL] I understand.
[CUSTOMER][MIXED] I will be nice, of course, but they must help me.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] To a point
[CUSTOMER][POSITIVE] Alright, please help me. Alright, well, I appreciate your assistance and I will get this taken care of. It will probably be a week or two. I have a, I have something going on myself, but then I will get that handled. So thank you so much.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, that's fine and if it takes that long, that's OK because we don't have a timely filing limit, so there's not a time limit on when you can send it, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Oh wonderful OK
[CUSTOMER][POSITIVE] Wonderful thank you so much.
[AGENT][POSITIVE] You're welcome, Miss [PII]. Is there anything else I can help you with before we go?
[CUSTOMER][POSITIVE] No, ma'am, that's it. Thank you so much.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] You're welcome you have a wonderful day and thanks for calling APL.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye-bye.