AccountId: 011433970860
ContactId: 544e0b1c-8ffe-47c5-9647-b1746bf6111c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 324839 ms
Total Talk Time (AGENT): 106920 ms
Total Talk Time (CUSTOMER): 186682 ms
Interruptions: 2
Overall Sentiment: AGENT=1, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/27/544e0b1c-8ffe-47c5-9647-b1746bf6111c_20250127T22:45_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good afternoon, thank you for calling ATL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Uh, yes, I had a question about a claim. I was gonna file. My wife had an accident back in October and dislocated her shoulder.
[CUSTOMER][NEUTRAL] Uh, we got immediate treatment.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And um I got a claim form from y'all a week or so ago. I was kinda trying to wait till we had all her physical therapy finished, but I may just go ahead and submit.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The hospital bill and the MRI bill, uh, and then wait and submit the.
[CUSTOMER][NEUTRAL] Physical therapy that, you know, the, the after.
[CUSTOMER][NEUTRAL] Um, um, follow up ones that a separate submittal, but I started working on the form this weekend and I noticed the last page is at a attending physician statement.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I didn't realize that that was on there because it's been, you know, 3 months since.
[CUSTOMER][NEUTRAL] She had the accident, is that imperative that that gets completed?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] It depends on the policy. Um, may I have, um, your name, a callback number, and the policy number?
[CUSTOMER][NEUTRAL] OK, it's [PII].
[CUSTOMER][NEUTRAL] Phone number is [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And it looks like number is uh policy number 1289078.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] And I may have found out from you before or from whoever I talked to earlier on.
[CUSTOMER][NEUTRAL] That that wasn't necessary, but I, and, and I forgot maybe because I would have certainly got it done a lot quicker, a lot closer to the time instead of bothering the physician now 3 months later.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] And um Miss. Mr. [PII], may I have your date of birth, um, mailing address and email address for verification?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[CUSTOMER][NEUTRAL] And the mailing address is [PII].
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] What was the last item?
[AGENT][NEUTRAL] The email address?
[CUSTOMER][NEUTRAL] Oh, email [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so I see um.
[AGENT][NEUTRAL] The attending physician, uh.
[AGENT][NEUTRAL] Statement.
[AGENT][NEUTRAL] And you said that um what information do you have? Do you have like an itemized bill of the first visit or? OK.
[CUSTOMER][NEUTRAL] Oh yes, I got, I, I got from the hospital, um, I can't remember the form number but it was what one of y'all people told me that would be best if I could get a, a, a UHUB04 maybe.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] You be
[AGENT][POSITIVE] UBO4. Mhm. Yes, UBO 4. OK. OK, that's perfect.
[CUSTOMER][POSITIVE] Yeah, I, I, I have that and then for the, yeah, yeah, so hopefully that will be enough.
[AGENT][NEUTRAL] Yeah. OK. Um, yeah, go ahead and send that um over with the claim form so we can get it started. And like you said before in the beginning of the call, um, whenever you're done or in the middle of the physical therapy, you can go ahead and just start sending the physical therapy charges. Um, it doesn't have to be sent altogether. You can just send it in parts. It's fine.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, alright, well I'll probably get the first two things submitted.
[CUSTOMER][NEUTRAL] Because tho those were, you know, kind of a separate deal, uh, and then I also noticed that on the follow ups.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] There's a limit of like 6 maybe.
[CUSTOMER][NEUTRAL] Um, and, and she may have had 6 of them already, so I may have, may have already reached the maximum. So I'll, I'll look at that the next day or two and try to get that finalized and then I'll, and I've got a fax number that I need to fax all that too, so.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] I will do that and I won't worry about this pos position this statement.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Payment. Mhm. Yes. Uh, yeah, as long as you have the UBO4, I think all the information is gonna be there. Um, now, the examiner is the one that determine if she's gonna use the physician's statement or not once she process the claim. Um, but usually whenever it's a UVO4, all the information is there. So, um, I cannot say she will not ask for it, but hopefully she will not.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] It was
[CUSTOMER][NEUTRAL] Yeah, OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Well, I know that form is pretty detailed because it's got a whole bunch of information so hopefully that's enough. OK, I appreciate your help. I'll get that all over to you.
[AGENT][NEUTRAL] Yes, it is.
[AGENT][NEUTRAL] Mhm. Yeah.
[AGENT][NEUTRAL] Yeah, OK, Ms. [PII], is there anything else I'm gonna help you with today?
[CUSTOMER][NEUTRAL] No thanks I appreciate it.
[AGENT][POSITIVE] You're welcome and thank you for calling ATL have a good afternoon.
[CUSTOMER][POSITIVE] All right you too bye.
[AGENT][POSITIVE] Thank you. Bye-bye.