AccountId: 011433970860
ContactId: 5aeee96d-e328-4ac9-8177-c37c89b39d98
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 185690 ms
Total Talk Time (AGENT): 62130 ms
Total Talk Time (CUSTOMER): 100315 ms
Interruptions: 0
Overall Sentiment: AGENT=2.9, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/10/5aeee96d-e328-4ac9-8177-c37c89b39d98_20250210T17:08_UTC.wav
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[AGENT][POSITIVE] Good morning thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], my name is [PII]. I just spoke with [PII] earlier and um anyways, um, I called Saint Luke's about, well, do you want, what do you, do you want my policy number real quick?
[AGENT][NEUTRAL] Uh, sure, and a good contact number in case we're disconnected.
[CUSTOMER][NEUTRAL] OK, my policy number is 02.
[CUSTOMER][NEUTRAL] 435427
[CUSTOMER][NEUTRAL] And then my phone number is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you for that and hold on one moment. You said you just spoke with [PII]?
[CUSTOMER][NEUTRAL] Yeah, I just spoke to her this morning.
[CUSTOMER][NEUTRAL] I was just calling back to give you guys some info.
[AGENT][NEUTRAL] OK, so there's
[AGENT][NEUTRAL] Oh, OK, so there's a denied claim, we need the admin and discharge in times. OK, and
[CUSTOMER][NEUTRAL] Yeah, yeah, so my, so my medical records they said should be released to be faxed to you guys this week.
[CUSTOMER][NEGATIVE] But however the format is, they can't put attention claims, it'll just reference my name and there's 76 pages.
[CUSTOMER][NEUTRAL] So I wanted you guys to be looking for them because they can't put attention claims it'll just be faxed to your guys' fax number at the [PII].
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] So right now they're in quality control, but they're gonna be released uh this week and faxed to you but like I said it's 76 pages and we'll just have my name on it.
[AGENT][NEUTRAL] And this is for your, this is for the denied claim, the, the information that was requested?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes, for my hospital stay, yes.
[CUSTOMER][NEUTRAL] Because there's no room and board shown on the UB or the itemized bill. So,
[AGENT][NEUTRAL] Oh, OK, OK.
[CUSTOMER][NEUTRAL] Hospital's gonna fax you guys medical records. [PII], I talked to her more than once, so she's aware.
[AGENT][NEUTRAL] Right, I understand what's going on. I'll go ahead and note the policy for you and let them know that it's going to say, um, that it won't say attention claims. It'll just have your name, but they'll they'll not, excuse me.
[CUSTOMER][NEUTRAL] It'll just have my
[CUSTOMER][NEUTRAL] And it'll be 76 pages.
[AGENT][POSITIVE] All [PII]. And I have put that in your notes for you and that's not a problem at all. Once they get it, um, once they receive it, they'll let you, you'll receive, I don't know if you're signed up for the text, but they'll reach out to you and let you know that it's been received, and then they'll go ahead and automatically continue processing for your new decision.
[CUSTOMER][NEUTRAL] Alright, OK, thanks, [PII].
[AGENT][POSITIVE] You're very welcome, Ms. [PII]. Was there anything else I can help you with today?
[CUSTOMER][POSITIVE] Uh, that'll be it. Thank you.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] You too. Bye.
[AGENT][POSITIVE] Thank you. Bye-bye.