AccountId: 011433970860
ContactId: 63008aed-f963-410f-866a-0709881c66e4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 498880 ms
Total Talk Time (AGENT): 223335 ms
Total Talk Time (CUSTOMER): 199003 ms
Interruptions: 1
Overall Sentiment: AGENT=0.3, CUSTOMER=-0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/21/63008aed-f963-410f-866a-0709881c66e4_20250121T18:15_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh, yes ma'am. I'm trying, I have filed a claim with you guys.
[CUSTOMER][NEUTRAL] For my son
[CUSTOMER][NEUTRAL] And I need to know if I can submit this um UBA4 form.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, um, I can help you with your claim. Can you please give me your name and your callback number?
[CUSTOMER][NEUTRAL] [PII] [PII]
[AGENT][NEUTRAL] OK, Ms. [PII], and then what is the policy number?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] The policy number, let me see if it's on here.
[CUSTOMER][NEUTRAL] I don't have it. I have the claim number.
[AGENT][NEUTRAL] OK, what is the claim number?
[CUSTOMER][NEUTRAL] Oh, I'm sorry, the policy number is on here, um, it's 1702608.
[AGENT][NEUTRAL] OK, let me look that up real quick.
[AGENT][NEUTRAL] OK, Ms. [PII], can you verify your date of birth for me?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you ma'am and then for security reasons can you please give me your address, phone number and email address that we have on the policy for you?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And [PII] and my email is [PII].
[AGENT][NEUTRAL] OK and then the number you gave me to call you back on in case um we get disconnected is that your cell phone number?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, thank you, Miss [PII] and what was that claim number please?
[CUSTOMER][NEUTRAL] The claim number, um, well, I'm looking on my app and it's a different claim number because I've had to submit a couple because
[CUSTOMER][NEUTRAL] It didn't um do right, but the one I have here written down is 355-0719.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Thank you and then um which son is that for please Ms. [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], OK.
[CUSTOMER][NEUTRAL] That my, let's see.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] The 3rd
[CUSTOMER][NEUTRAL] Yeah, that
[CUSTOMER][NEGATIVE] Um, it's actually the 2nd. I don't know why they got the 3rd listed.
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] But it's the 2nd. I don't have a 3rd.
[AGENT][NEUTRAL] Yes ma'am, OK.
[CUSTOMER][NEUTRAL] Uh, let's see. The last one that was filed, it looks like it was [PII].
[AGENT][NEUTRAL] Let me look.
[AGENT][NEUTRAL] OK, let me look real quick.
[CUSTOMER][NEUTRAL] But I, I went and got the UBO4 form like they told me to.
[AGENT][NEUTRAL] Mhm. Yes, ma'am.
[CUSTOMER][NEUTRAL] And I was needing to know if I can submit that.
[AGENT][NEUTRAL] OK, let me look and see what it says real quick.
[AGENT][NEUTRAL] OK, so the UB04 form is the form that the facility submits when the facility is filing the claim for you.
[AGENT][NEUTRAL] Um, this is specifically asking for, um, please submit fully itemized bills with diagnosis and procedure codes.
[AGENT][NEUTRAL] So the item
[CUSTOMER][NEUTRAL] Well, when I talk to the, I talked to the lady there with you guys the other day and she told me to go get the UBO4 form and I went to the hospital and that's what I got.
[AGENT][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] Yes, ma'am. OK, all right, well, if she said to send that in, then go ahead and send that in. um, did you need the information on how to send it in?
[CUSTOMER][NEUTRAL] Well, uh, no, I'm not, I'm online.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] I mean I can send it in now.
[AGENT][POSITIVE] Yes, ma'am. Yes, you can.
[CUSTOMER][NEUTRAL] As a different
[CUSTOMER][NEUTRAL] But now, when I call the um
[CUSTOMER][NEUTRAL] When I tried to get my form, they told me that you guys had to call and get that form.
[AGENT][NEUTRAL] OK, so what I'm going to do is I'm gonna go ahead and transfer you on over to the claims department since you have something ongoing with them that and they're talking to you about it that way you can make sure that you get good help and they can assist you further. It's going to be a brief hold while I transfer you on over and I'll get somebody on the phone to be able to talk to you, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] All right, thank you so much, Ms. [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Sing.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII] speaking. How may I help you?
[AGENT][NEUTRAL] Hey, [PII], it's [PII]. I've got um Ms. [PII] on the phone and she's been talking back and forth with claims about information on her claim. Her policy number is 1702608 and she is filing a claim for part three.
[AGENT][NEUTRAL] Somebody told her to send in the UB 04 form herself.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And then now she's asking for more information that needs to be sent in. I was just wondering if you could assist her further.
[CUSTOMER][NEGATIVE] Yeah, she yelled at me the other day.
[AGENT][NEUTRAL] The claim, yeah, the claim number is 355-0719.
[CUSTOMER][NEGATIVE] Yeah, that's for part three. Yeah, I, I went a couple rounds with her the other day, so, and she yelled at me.
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] Yeah, and I read the remarks.
[AGENT][NEUTRAL] Yeah, I read the remarks, yeah.
[AGENT][NEUTRAL] I read the remarks to her and I told her that it specifically says to send in the itemized statement with procedure and diagnosis codes and she said, well, they told me I need to send this UVO4 form in and I'm like, well if they told you to send it in, then you need to send it in and she said.
[AGENT][NEUTRAL] Well,
[AGENT][NEUTRAL] Now she's confused. I confused her by reading the remarks, I guess.
[CUSTOMER][NEUTRAL] No, she, she was confused anyway. She, she said we were holding up her claim. We had this, she's had this, um, policy for 19 years. I said no, you had it since [PII].
[AGENT][NEUTRAL] Oh my.
[CUSTOMER][NEUTRAL] And then, and then she um she filled out the claim form and put the kid's date of birth as the date of accident on both her claim and her son's claim, so she's really confused. So I told her she's sending only X-rays or surgical whatever and I told her we needed the uh billing from the hospital or she can request the UBO4. I didn't say she had to send the UBO4, but.
[AGENT][NEGATIVE] Oh no.
[CUSTOMER][NEUTRAL] That's her phone number listed?
[AGENT][NEUTRAL] Well, she told me she went.
[AGENT][NEUTRAL] Yeah, her phone number is [PII].
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEGATIVE] Yeah she's gonna start yelling at me again. I just know it.
[AGENT][NEUTRAL] Yeah, she got a little spicy meat. She got a little spicy meat with me when I told her about the UB what it asked for and she said, well, I went to the hospital and got this and that's what I'm sending in, and I'm like, OK.
[CUSTOMER][NEUTRAL] OK, so send it in and don't call us.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] And she never corrected the claim form either for [PII], so, OK, go ahead and put her through and um I'll do my best to help her out.
[AGENT][NEUTRAL] Oh my.
[AGENT][POSITIVE] OK. All right. Thanks, [PII].
[CUSTOMER][NEUTRAL] You've been verified, right?
[AGENT][NEUTRAL] Yeah, she's been verified.
[CUSTOMER][POSITIVE] She's been verified. Alright, great, thank you so much, [PII].
[AGENT][POSITIVE] Yes, OK. You're welcome bye bye.
[CUSTOMER][NEUTRAL] Bye