AccountId: 011433970860
ContactId: 63d423de-50e4-4f5e-aae2-ac46322cdcde
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 484980 ms
Total Talk Time (AGENT): 151514 ms
Total Talk Time (CUSTOMER): 170986 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/25/63d423de-50e4-4f5e-aae2-ac46322cdcde_20250625T14:01_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, [PII], this is [PII] calling. I'm calling for my husband, [PII]. I received a letter from you guys.
[CUSTOMER][NEUTRAL] And also what EOB from you guys for policy number 0.
[CUSTOMER][NEUTRAL] 262-708-2
[AGENT][NEUTRAL] OK, um, I don't have you listed on the account. Is [PII] available or?
[AGENT][NEUTRAL] Or do you just have a
[CUSTOMER][NEUTRAL] Yeah, yes. How do I get on to, how do I get on to the account?
[AGENT][NEUTRAL] Um, I can send a HIPAA form.
[AGENT][NEUTRAL] Um, that can give you permission.
[CUSTOMER][NEUTRAL] Could, could you send it to my
[CUSTOMER][NEUTRAL] Could you send it to my email?
[AGENT][NEUTRAL] Um, I can send it to his email on file.
[CUSTOMER][NEUTRAL] OK. What, what do you have on file for an email?
[AGENT][NEUTRAL] Uh, I, I couldn't release the information. I could just send it over.
[CUSTOMER][NEUTRAL] Uh, OK, hold on a second.
[AGENT][NEUTRAL] Or you can go
[AGENT][NEUTRAL] Or you can go to [PII].
[AGENT][NEUTRAL] Um, and print off the form. Sure.
[CUSTOMER][NEUTRAL] Hold on.
[CUSTOMER][NEUTRAL] A [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] That's all one word [PII]?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then on the web.
[CUSTOMER][NEUTRAL] Hold on, let me get [PII].
[CUSTOMER][NEUTRAL] Oh, I'm sorry, go on.
[AGENT][NEUTRAL] Um, I was just gonna say it's the authorization to disclose information that's the form you want to complete.
[CUSTOMER][NEUTRAL] OK. Hold on a second. Hold on.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Daddy, tell them that you give me permission to talk to them.
[CUSTOMER][NEUTRAL] No, I'll give you, I give my wife permission or I give you permission to talk to my wife.
[AGENT][NEUTRAL] Um, I'll need to verify a few pieces of information. What's your birth date, [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And your address?
[CUSTOMER][NEUTRAL] [PII]:[PII] uh [PII].
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And then your email?
[CUSTOMER][NEUTRAL] That's [PII]
[CUSTOMER][NEUTRAL] 61
[CUSTOMER][NEUTRAL] At
[CUSTOMER][NEUTRAL] Yahoo
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Um, looks, looks like I have a different [PII].
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Make sure you spell [PII]
[AGENT][NEUTRAL] Um, well I have a different email address? Do you have a different one?
[CUSTOMER][NEUTRAL] No. That's 224.
[CUSTOMER][NEUTRAL] The CMS 224.
[AGENT][NEUTRAL] Yes, that's what I've got.
[CUSTOMER][NEUTRAL] Listen to it.
[AGENT][NEUTRAL] OK, and then you get permission to for me to speak with your wife about your claims?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, OK, you can put her back on.
[CUSTOMER][NEUTRAL] OK, it's my.
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] OK, um, so you had a question about I can help you with the claim today, but if you'll go to that website and get that form completed, then we won't have any issues going forward so.
[CUSTOMER][POSITIVE] Yeah, that's good. Yeah.
[AGENT][NEUTRAL] OK. OK, and then, um, what was the claim you were calling about?
[CUSTOMER][POSITIVE] Well, I got an explanation of benefits.
[CUSTOMER][NEUTRAL] But I don't know what insurance company you're working with. He had 2 in January that I signed up for because I was desperate for insurance.
[AGENT][NEUTRAL] Um, looks like.
[AGENT][NEUTRAL] Uh, it looks like it's through Business Workers of America. Um, the broker was
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII]?
[CUSTOMER][NEUTRAL] Yeah, it's BWAmericare.
[CUSTOMER][NEUTRAL] Business workers. OK, so the explanation of benefits, most of the
[CUSTOMER][NEUTRAL] Remarks that are on there says 2, which means
[CUSTOMER][NEUTRAL] You need itemized statements?
[AGENT][NEUTRAL] Uh, yes, looks like we got a claim for 21725 and then.
[AGENT][NEUTRAL] Um, let me see what else we got.
[AGENT][NEUTRAL] And there were several dates, uh, it looks like [PII] and [PII].
[AGENT][NEUTRAL] And let me see.
[CUSTOMER][NEUTRAL] Yeah, there's quite a few.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I guess my question to you is you just need itemized statements.
[AGENT][NEUTRAL] Yeah, let me see what we received to make sure we don't need anything additional.
[AGENT][NEUTRAL] Yes, so we'll need something that shows the um diagnosis.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Looks like I, I see the lab visits, um.
[AGENT][NEUTRAL] Yeah, it doesn't look like there's a diagnosis listed, so if there's some type of itemization you can provide that shows the diagnosis codes.
[CUSTOMER][NEUTRAL] So you want the diagnosis code. I can probably get out of my statements, and I can do them from
[AGENT][NEUTRAL] Yeah, that's
[CUSTOMER][NEUTRAL] 217 all the way to you got listed here 311.
[AGENT][NEUTRAL] Yeah, that's fine. Just uh make sure they have the diagnosis listed on them from the provider.
[CUSTOMER][NEUTRAL] OK, and um.
[CUSTOMER][NEUTRAL] Where can I email them to?
[AGENT][NEUTRAL] Um, they'd have to be faxed or mailed.
[CUSTOMER][NEGATIVE] I can't fax. I don't have a fax.
[CUSTOMER][NEUTRAL] So there's no email I can send them to?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, there's not an email. You can create a portal online or, um, online service center.
[AGENT][NEUTRAL] Um, that's, that can be created, um, and that's [PII].
[CUSTOMER][NEUTRAL] What is it? Again, I'm sorry.
[AGENT][POSITIVE] Um, it's [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] Secured.
[CUSTOMER][NEUTRAL] AM
[CUSTOMER][NEUTRAL] Public.com.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Right?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] [PII]
[CUSTOMER][NEUTRAL] Dot
[CUSTOMER][NEUTRAL] Public A
[AGENT][POSITIVE] secured
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] OK, thank you. I can, I'll get what I, hopefully I can get it all pulled up.
[AGENT][NEUTRAL] OK. Anything else I can help with today? OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, hon, I think that's it.
[AGENT][POSITIVE] OK, well thank you for calling. Have a good day.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] All right bye.