AccountId: 011433970860
ContactId: 53fd34c7-2cb9-4393-8ef2-f0e947ecffd1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 211979 ms
Total Talk Time (AGENT): 104852 ms
Total Talk Time (CUSTOMER): 62685 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/16/53fd34c7-2cb9-4393-8ef2-f0e947ecffd1_20250516T15:31_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], I have a uh bill due to or it's from.
[CUSTOMER][NEGATIVE] I don't know. So I have, I owe $2200 to Barnes Jewish Hospital in [PII]. That's what, uh, United Healthcare didn't cover, and I guess you guys will cover the rest of it.
[CUSTOMER][NEGATIVE] And they're telling me that I need to call you and I don't really know how this whole thing works.
[AGENT][NEUTRAL] OK, so do you have a policy number that I can pull up? We'll start there.
[CUSTOMER][NEUTRAL] Yeah, yeah, let me know when you're ready.
[AGENT][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] Alright, 0174.
[CUSTOMER][NEUTRAL] 261 7.
[AGENT][NEUTRAL] And then if I could verify your first last name and date of birth.
[CUSTOMER][NEUTRAL] My name is [PII]. My, um, date of birth is [PII].
[AGENT][NEUTRAL] Thank you. And then [PII], lastly, I just need to verify the address that we should also have on file.
[CUSTOMER][NEUTRAL] Uh, either [PII].
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Or is that the one that you have on file?
[AGENT][NEUTRAL] Uh, we have one in [PII].
[CUSTOMER][NEUTRAL] Alright, so is it [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Um, OK, so you've never, have you guys ever logged in online or anything like that?
[CUSTOMER][NEUTRAL] No, I haven't.
[AGENT][NEUTRAL] OK. So claims can be filed a couple different ways. You can mail them, you can fax them, or you can do them online. If the doctor or provider themselves, meaning the hospital would do it, then that also works. But if you need to do it yourself, um, I can provide you the information for either way, what do you think is best?
[CUSTOMER][NEUTRAL] I guess online.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] The email on file is [PII]. Is that still a good email?
[CUSTOMER][POSITIVE] Yeah, that works.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So what I can do is send you a user guide on how to set up and create the profile.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then how to go in and file the claim. When you do the claim, you're gonna need the claim form. I'll attach that in the email as well. You're gonna need your explanation of benefits from your primary insurance showing what they did and did not cover, and then you're gonna need an itemized receipt with a diagnosis code to submit also.
[CUSTOMER][POSITIVE] Alright, sounds good.
[AGENT][NEUTRAL] So have all those 3 things and then you can submit it online uh for reimbursement, OK?
[CUSTOMER][POSITIVE] Alright sounds good thank you.
[AGENT][POSITIVE] Yeah, not a problem. If you have any other questions or concerns, feel free to call, OK?
[CUSTOMER][NEUTRAL] Alright bye bye.
[AGENT][NEUTRAL] Uh huh bye bye.