AccountId: 011433970860
ContactId: 60180fb7-c003-44c4-8424-1765b675fcdb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 459510 ms
Total Talk Time (AGENT): 151142 ms
Total Talk Time (CUSTOMER): 115752 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/21/60180fb7-c003-44c4-8424-1765b675fcdb_20250521T21:32_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, yes, my name is [PII], and I, uh, was wanting to check, uh, on a
[CUSTOMER][NEUTRAL] A claim that I've put in with y'all. I'm sorry I lost my train of thought there for a minute.
[AGENT][NEUTRAL] No, you, we're fine. It happens all the time. Uh, do you have the policy number, Mr. [PII]?
[CUSTOMER][NEUTRAL] Yes ma'am, it is 02.
[CUSTOMER][NEUTRAL] 581-933
[AGENT][POSITIVE] OK, thank you so much. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yes ma'am, it's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. Let's see, verify your date of birth, mailing address and email address, please.
[CUSTOMER][NEUTRAL] Yes, it's birthday is [PII].
[CUSTOMER][NEUTRAL] My uh
[CUSTOMER][NEUTRAL] Mailing address is [PII].
[CUSTOMER][NEUTRAL] And my email address is [PII].
[AGENT][POSITIVE] OK, thank you so much and give me one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, it looks like, uh, the claim process is need in order to process your claim, we're needing to itemize hospital bill.
[CUSTOMER][NEUTRAL] We, ma'am, we've sent that about twice to y'all.
[AGENT][NEUTRAL] OK, let me see give me one moment.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Did you say it again?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] But that
[AGENT][NEUTRAL] Yeah, cause I'm seeing the UVO4 for the hospital.
[CUSTOMER][NEUTRAL] 40% to their
[AGENT][NEUTRAL] Let me see if there's any other notes on here. Give me one moment.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Hospital bill, yeah.
[AGENT][NEUTRAL] I.
[AGENT][NEUTRAL] Fish.
[AGENT][NEUTRAL] Oh, did y'all just send another claim through?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Uh, no, ma'am, we've only, uh, my wife just sent the, the, the, the form the uh itemized hospital bill again.
[AGENT][NEUTRAL] Oh, OK, because I just saw something, um.
[AGENT][NEUTRAL] A new claim pop up. Give me one moment because I see the billing.
[AGENT][NEUTRAL] Let me, did you, well, let me double check to see if we received.
[AGENT][NEUTRAL] Primary EOB give me one moment.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Um
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] When.
[CUSTOMER][NEUTRAL] Yes,
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK, I may have to transfer you to representatives in care in the claims department, but give me one moment, OK?
[CUSTOMER][POSITIVE] Yes, ma'am, thank you.
[AGENT][POSITIVE] Yes, sir. Thank you for being so patient with me.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] That's
[CUSTOMER][NEGATIVE] I'm about to go up there and get me a little ball. This is ridiculous.
[AGENT][NEUTRAL] Uh, sir, I'm a senior claim, uh, back review, uh, Lord, I can't talk today back for review because I see the billing, so I'm not sure what other additional information they're needing.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] And this was for [PII].
[CUSTOMER][NEUTRAL] But yes, I, I just, yeah, we ran into this problem a couple weeks ago and sent it once and then.
[CUSTOMER][NEUTRAL] And that we called to check on it and they told us that again so we sent it and now we just sent it this time and I thought we had all our paperwork in, ma'am. And we got, I believe we also said my wife's telling me that we did send an explanation of benefits for the other insurance.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so y'all did send the primary EOB for this state, um, give me one moment.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] 4 OK, I see that. OK, give me a moment.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] See.
[CUSTOMER][NEUTRAL] But
[AGENT][NEUTRAL] 472.
[AGENT][NEUTRAL] OK, yes, sir. I'm gonna send this back, um, have someone review it and.
[AGENT][NEUTRAL] Good call back [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Because, because I see the billing and.
[AGENT][NEUTRAL] CEOB, so yes, I'm gonna send this back to have them review it.
[AGENT][NEUTRAL] Cause it looks like we have what we need.
[CUSTOMER][NEUTRAL] But we
[CUSTOMER][POSITIVE] I sure do appreciate that. I thank you.
[AGENT][NEUTRAL] Yes sir, I'll um ask if someone can give you a call back just to let you know um.
[AGENT][NEUTRAL] If it's been reprocessed or status, OK, because I see we have looks like we have what we need, but yes sir I'll send this back so they can review it, OK?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] Yes ma'am, I sure do appreciate that thank you.
[AGENT][NEUTRAL] Yes, sir. Is there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] Uh, no, ma'am. That's just trying to get a little information. That was all.
[AGENT][POSITIVE] I understand. Well, I thank you so much for calling APL and you have a great day.
[CUSTOMER][POSITIVE] Thank you. You too, ma'am.
[AGENT][NEUTRAL] Alright bye.
[CUSTOMER][NEUTRAL] Bye bye.