AccountId: 011433970860
ContactId: 5b951526-726c-42ae-a150-7b911d868e77
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 356559 ms
Total Talk Time (AGENT): 116797 ms
Total Talk Time (CUSTOMER): 174488 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/21/5b951526-726c-42ae-a150-7b911d868e77_20250421T13:34_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, I'm wondering, do if I have a claim on, uh, if I have a uh a claim on a bill, do I file that or do y'all, it's sent to y'all, how do we do that?
[AGENT][NEUTRAL] Uh, so typically, your doctor will take care of that and send in the claim.
[CUSTOMER][NEUTRAL] OK, can I, can I see if they sent something because uh there's, I've got the bills and I've looked online at the, I guess on y'all's website where it says planes or whatever and there's nothing from y'all and so I'm just.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Wondering why because the doc they said they've sent it.
[CUSTOMER][NEGATIVE] To y'all, so I'm just wondering why there's no response from y'all.
[AGENT][NEUTRAL] OK, let me check into our system and see if I can find it. Do you have your policy number?
[CUSTOMER][NEUTRAL] Yes ma'am, if you hang on.
[CUSTOMER][NEUTRAL] To my bill phone it is.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] Policy number is 253-3801.
[AGENT][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] OK, and then your first and last name and date of birth, please?
[CUSTOMER][NEUTRAL] It's [PII] [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And then [PII], what's a good call back number in case our call gets dropped?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK perfect and then can you verify the mailing address and your email on file?
[CUSTOMER][NEUTRAL] Yes, it's [PII] and the email is [PII]
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] OK. And then on that piece of paper, does it have the policy number on it?
[AGENT][NEUTRAL] Oh, sorry, the claims number?
[CUSTOMER][NEUTRAL] Well, when I called.
[CUSTOMER][NEUTRAL] Um, you're talking about on the bill?
[AGENT][NEUTRAL] Yes, does it have a claims number on it?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh, I don't know. Hey, give me a minute. I don't know where you would find that.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] It has an account number.
[CUSTOMER][NEUTRAL] It has.
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] I see no
[CUSTOMER][NEUTRAL] No claim number, just an account number.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So, um, well, I'm not seeing any claims on file in.
[AGENT][NEUTRAL] In your policy, um.
[CUSTOMER][NEGATIVE] OK, well, I don't these people are hounding me and.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] I keep asking them
[CUSTOMER][NEUTRAL] Let me look
[CUSTOMER][NEUTRAL] On
[CUSTOMER][NEUTRAL] The other bill if you got a minute and see if there's a claim number on this.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, one bill I got a patient reference number. I don't guess that'll do you any good.
[AGENT][NEUTRAL] No
[AGENT][NEUTRAL] Yeah, I don't have any claims on file.
[CUSTOMER][NEUTRAL] No, that's fine because I'm gonna, I'm gonna call these. I'm the, the one thing is, is you're right, I'm gonna call for a claim number because I wanna know how it's coded and make sure it's coded right so I'll call them and get a claim number.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then I will call you back. I didn't know I had to have that.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] No, it's OK. I don't see a claim on file, so that means, um, they did not send an explanation of benefits or.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] You can send in.
[AGENT][NEUTRAL] You can fill out a claim form yourself, but the doctor's office should do that. Most of the time they do. Um.
[CUSTOMER][NEUTRAL] Well, they told me 11 bill they told me I told them about y'all and gave them all the info and they said, OK, it'll take about 35 to 40 days.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] The last bill, the bill I got up, I saw this doctor a week ago and she called y'all got my policy number to make sure it was good.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And maybe it hasn't been long enough for y'all to get it because it was only like a week ago so.
[AGENT][NEUTRAL] OK, yeah, it might just take some time for us to receive it, um, so you can double.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Well I'm gonna get a claim number because like I said.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Yeah, I wanna make sure this is coded right because I know how that is sometimes not on y'all's end, but I wanna make sure how the, the doctor's coded so I'll get a claim number and then I will call you back and I appreciate your time.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, yeah, of course you might not have a claim number until it's processed in our system though.
[CUSTOMER][NEGATIVE] Uh, OK, well, I'll just call him again and say y'all haven't received anything and we'll go from there.
[AGENT][NEUTRAL] So, um, yeah.
[AGENT][NEUTRAL] Yeah, just see if they sent it in and um when they did.
[AGENT][NEUTRAL] And if it was just recent, it might be that our claims department just hasn't processed it yet.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] But
[CUSTOMER][POSITIVE] OK, thank you ma'am I appreciate it.
[AGENT][POSITIVE] Yeah, of course. Is there anything else I can help you with?
[CUSTOMER][POSITIVE] No ma'am, you were awesome thank you.
[AGENT][POSITIVE] Oh, you're welcome. All right. Have a good day, [PII]. Thanks for calling APU. Mhm. Bye.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] All right bye.