AccountId: 011433970860
ContactId: 63cb61bc-452e-4c94-b7be-69a3d2e6d624
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 353579 ms
Total Talk Time (AGENT): 140955 ms
Total Talk Time (CUSTOMER): 167473 ms
Interruptions: 0
Overall Sentiment: AGENT=2.3, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/14/63cb61bc-452e-4c94-b7be-69a3d2e6d624_20250114T17:40_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], and I had submitted a um claim on Mr. [PII] on the [PII]. I just wanted to confirm that y'all had received it.
[AGENT][POSITIVE] Well, it would be, I'm sorry, go ahead. I apologize, I didn't mean to interrupt you.
[CUSTOMER][NEUTRAL] And um
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] It's OK. I just had a couple other things that have came in since then. I wanted to see how I've sent those to you and I just had, you know, a couple questions.
[AGENT][POSITIVE] Sure, it'd be a pleasure to assist you, [PII]. What is a good callback number?
[CUSTOMER][NEUTRAL] It's [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And do you have the policy number available?
[CUSTOMER][NEUTRAL] Um, I do.
[CUSTOMER][NEUTRAL] It's 78413. Does that sound right?
[AGENT][NEUTRAL] We'll see.
[AGENT][NEUTRAL] For Mr. [PII], yes. What is Mr. [PII]'s date of birth?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah, OK, well, they had given us an old, um, policy, and then they ended up giving us another one, I mean like an old policy number, and they ended up giving us another one, so.
[AGENT][POSITIVE] Got you.
[CUSTOMER][NEUTRAL] I'm sorry, you want the date of birth?
[AGENT][NEUTRAL] Yes, ma'am, please.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. And [PII], who are you with?
[CUSTOMER][NEUTRAL] Um, I'm with [PII]. I work for Mr. [PII]. He signed a form, um.
[CUSTOMER][NEUTRAL] And authorized for disclosure of protected health information, he signed a form and sent it in said that I could act on his behalf to try to get these um claims submitted.
[AGENT][POSITIVE] [PII], gotcha. Yes, we did receive that. Good deal.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK
[AGENT][POSITIVE] OK, excuse me, I apologize. So what was the data service? I've got Mr. [PII]'s policy pulled up and I'll be happy to check that for you.
[CUSTOMER][NEUTRAL] OK, well, we sent in, um, the date that we sent it was the [PII], um, he had a.
[AGENT][NEUTRAL] Was that by mail?
[CUSTOMER][POSITIVE] Yes, we did mail it, yes.
[AGENT][NEUTRAL] OK, because I do see a claim that we received for Mr. [PII] on [PII], and that one was, looks like it's processing today, will be completed today.
[CUSTOMER][NEUTRAL] That's probably it.
[CUSTOMER][NEUTRAL] OK, got you.
[CUSTOMER][POSITIVE] OK, that sounds good. Now, good man.
[CUSTOMER][NEUTRAL] He's had a couple other bills come in. How do I have to do a separate claim for them or?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Is it for the cancer diagnosis?
[CUSTOMER][NEGATIVE] It's for the cancer still for the cancer.
[AGENT][NEUTRAL] OK, so we don't have to have the claim form if you've already submitted the claim form actually let me check, has he created an account on our portal because you can upload those documents online.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, all right, you may have I don't.
[AGENT][NEUTRAL] And that
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] Let me see, I've got all
[AGENT][NEUTRAL] It looks like
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] He does have an active online account.
[CUSTOMER][NEUTRAL] OK, hang on, let me look and see if I have his stuff, um.
[CUSTOMER][NEUTRAL] Like we went through this.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] I don't see anything.
[CUSTOMER][NEUTRAL] OK, I don't see any kind of password.
[CUSTOMER][NEUTRAL] Um, is it, is it, is the, I mean, is it under [PII], is that what it?
[AGENT][NEUTRAL] That's the email, yes, that's the email we have on file.
[CUSTOMER][NEUTRAL] Yeah, OK.
[CUSTOMER][NEUTRAL] OK, I'll dig and see if I can find.
[AGENT][NEUTRAL] Yeah, it looks like back in December.
[CUSTOMER][NEUTRAL] The password.
[AGENT][NEUTRAL] Um, we, we gave him his username and.
[CUSTOMER][NEUTRAL] Yeah, I.
[CUSTOMER][NEUTRAL] Remember that, yes, just let me, let me see if I can find that. I have it written down somewhere so I can go on there and upload them to the to the client.
[AGENT][POSITIVE] You certainly can.
[CUSTOMER][NEUTRAL] OK, all right, I do remember that, so I'm pretty sure I have it written down somewhere. I'll just have to locate it and I'll go on there and I'll upload them then.
[AGENT][NEUTRAL] That would, yeah, that that'd be the quickest and easiest way um and you'll get a confirmation that was uploaded correctly and I see that we're still looks like we're still mailing checks. He also has that option for direct deposit if he wants to provide that information in the portal also just just some little additional information that might.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Assist him.
[CUSTOMER][NEUTRAL] OK, alright, I'll talk to him about that and see if, see how he would like to proceed with that, so, but that's good to know. So it is processing 2 days, huh?
[AGENT][NEUTRAL] It looks like it will be completing today.
[CUSTOMER][POSITIVE] OK, sounds good thank you so much I'll go in there and add some more stuff to it.
[AGENT][POSITIVE] Yeah, we just go right here. We'll be happy.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Of course, we'll be happy to assist Mr. [PII] and you know that we've got that authorization.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Right.
[AGENT][POSITIVE] Um, yeah, so that's good that we've got that.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And you said there were a couple of things?
[CUSTOMER][NEUTRAL] Alright, well I think
[CUSTOMER][NEUTRAL] Yeah, it's just a couple things that he got from the uh the MD MD [PII], he got a, it's a bill, a small bill that he got for them, and then he got some more of his um prescription stuff in so.
[CUSTOMER][NEUTRAL] Gonna put that on there so but that's it it's not, it's not a whole lot, just a little bit the the bulk of it we sent in in the beginning.
[AGENT][POSITIVE] Got you.
[AGENT][NEUTRAL] Is there anything else you can think of that I can assist you with today, [PII]?
[CUSTOMER][POSITIVE] That's it thank you so much.
[AGENT][POSITIVE] It's been such a pleasure to assist you. Thank you for calling APL [PII]. I hope you have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye bye.