AccountId: 011433970860
ContactId: 642db8cf-8aa2-4ff0-a916-f3112bb00902
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 487559 ms
Total Talk Time (AGENT): 269257 ms
Total Talk Time (CUSTOMER): 178941 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/02/642db8cf-8aa2-4ff0-a916-f3112bb00902_20250102T20:07_UTC.wav
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[AGENT][POSITIVE] Afternoon, thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] [PII], I need some information about whether or not I could claim.
[CUSTOMER][NEUTRAL] Uh, make a claim on a, I was at a.
[CUSTOMER][NEUTRAL] Car accident?
[AGENT][NEGATIVE] Oh no.
[CUSTOMER][NEUTRAL] And uh.
[AGENT][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] I was wondering could I claim gap that gap on use some gap on that.
[AGENT][POSITIVE] I would be happy to assist you and I'm so sorry you were in that accident. I hope everything is OK.
[CUSTOMER][NEUTRAL] Yeah, everything's fine.
[AGENT][NEGATIVE] Something to deal with it.
[CUSTOMER][NEUTRAL] Still got some yeah, back pain.
[AGENT][POSITIVE] Oh, goodness. Well, I'm glad that you weren't hurt badly. What is the policy number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 01888560.
[AGENT][NEUTRAL] Do you mind verifying your name and date of birth?
[CUSTOMER][NEUTRAL] The [PII] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, Ms. [PII]. And what is your date of birth and current mailing address?
[CUSTOMER][NEUTRAL] My date of birth is [PII].
[CUSTOMER][NEUTRAL] Address is [PII].
[AGENT][NEUTRAL] Alright thank you and what is your email and phone number? it looks like we might have your work email on file.
[CUSTOMER][NEUTRAL] Uh, email [PII].
[AGENT][NEUTRAL] We have your work email on file. Would you like for us to change it to your personal?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK. Repeat that again if you don't mind, and I'll be happy to update that for you.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And that's [PII]?
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] [PII]. I do apologize. I was checking my spelling when I was saying that. I apologize. And that's [PII], correct?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] All right, I've got that updated for you and your phone number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] Did you go to the doctor's office or emergency room?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. Absolutely, you can file for that. You do have emergency room benefits.
[AGENT][NEUTRAL] On your policy or if you haven't paid for it, Miss [PII], the easiest thing to do is to contact the hospital and give them your you did pay for it. OK. So we will need an itemized bill from the hospital, and I can tell you the name of a form if you can.
[CUSTOMER][NEUTRAL] I pay for it.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] Obtain that form.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It is a U as in umbrella.
[CUSTOMER][NEUTRAL] Alright let me get a pen now right.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You
[AGENT][POSITIVE] Mhm. And then B as in Bravo.
[AGENT][NEUTRAL] 04. That's a UBO4.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] UB 044
[AGENT][POSITIVE] That's correct. Yes, ma'am. And the hospital should send that to you with no problems. That'll have all your charges, the date that you were there, and your diagnosis.
[AGENT][NEUTRAL] As well as the facility name. And then we'll need a copy of the explanation of benefits from your primary insurance after they process the claim.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] That shows what they apply to your deductible or co-insurance.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] And I do see that you have an account on our portal.
[AGENT][NEUTRAL] And if you ever want to view your policy benefits, Miss [PII], you can just click on that policy number.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And you'll be able to see what's covered on your plan.
[AGENT][NEUTRAL] And then you can upload those claim documents directly online to your policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so I can ask the hospital for the UB 044.
[AGENT][NEUTRAL] Yes, ma'am. And then you'll need to contact your insurance department after they process the claim.
[AGENT][NEUTRAL] And ask for an explanation of benefits for that claim, and that'll show us what they applied to your deductible.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK then.
[AGENT][NEUTRAL] And then just upload it directly on your policy if you, since you have that account set up.
[CUSTOMER][NEUTRAL] Is there a time limit for this?
[AGENT][NEUTRAL] No time limit.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And also, Ms. [PII], I was just checking now, if you, there's also an option for direct deposit. If you would prefer benefits go directly to your bank account.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] There's an option to sign up for direct deposit and then even if it's payable will go directly to your bank, just a little bit safer than the mail.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, yeah.
[AGENT][POSITIVE] Not that there's anything wrong with the mail, just it's a lot quicker going through direct deposit.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] We'll do that.
[AGENT][NEUTRAL] Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] No, uh, what department do I at the hospital building, billing?
[AGENT][POSITIVE] I would call the billing, yes ma'am.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] It's been a pleasure to assist you. I hope your back is feeling better soon, Ms. [PII].
[CUSTOMER][NEGATIVE] It ain't, it's never gonna be any better.
[AGENT][NEUTRAL] Oh, you sound like I got
[CUSTOMER][NEUTRAL] I, I, I, I have accepted the pain.
[AGENT][NEGATIVE] You sound like me. I got thrown from a horse about 2 years ago and my back has been messed up ever since then. I'm like,
[AGENT][NEUTRAL] You know, I'm, I'm not planning on doing surgery, you know, it's not that bad. And it's just like, OK, I'll just grunt when I get up and down. Everybody just have to hear me [PII].
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Which is
[CUSTOMER][NEUTRAL] Yeah, and, uh, it takes me a while to sta stand erect. I've been over for a minute.
[AGENT][NEUTRAL] Me too.
[CUSTOMER][NEUTRAL] Then when it loosen up, when it loosen up, then I can stand straight.
[AGENT][NEUTRAL] That's the way I am too. It's almost like a robot standing up, you know, bent over and then finally come up straight.
[CUSTOMER][POSITIVE] Mhm. I, I, I've accepted it. That's the way it's gonna be.
[AGENT][NEUTRAL] That's my motto, [PII] and go on.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] That's it.
[AGENT][POSITIVE] Well, hopefully 2025 our backs are gonna get better.
[AGENT][NEUTRAL] If not, we'll just keep on, keep as, hey, you sound like.
[CUSTOMER][NEGATIVE] I'm afraid that it does.
[CUSTOMER][NEUTRAL] That I can live with the pain.
[AGENT][POSITIVE] You sound like you have the great position like I do.
[CUSTOMER][NEUTRAL] Yeah, but I don't, like I tell my kids, listen, I only have so much gray matter.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Left.
[CUSTOMER][NEGATIVE] And I'm not gonna use the rest of it, dealing with stupid stuff.
[AGENT][NEUTRAL] That's right, you and me too. We just don't have time for that, do we?
[CUSTOMER][NEGATIVE] I only have so much left and I'm not gonna.
[AGENT][NEUTRAL] See, I'm a
[AGENT][POSITIVE] I'm a July baby too. I understand.
[CUSTOMER][NEUTRAL] Yeah, I'm just gonna deal with it whatever problem y'all have, I'm just gonna name some mhm.
[AGENT][NEUTRAL] Mhm, me too.
[CUSTOMER][NEUTRAL] That's it. I ain't getting involved. Mhm, mhm.
[AGENT][NEUTRAL] What
[AGENT][POSITIVE] That's me too. I'm right there with you.
[CUSTOMER][NEGATIVE] Because I only have so much left. I can't, I can't waste it.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] That's right.
[AGENT][POSITIVE] That's right.
[CUSTOMER][POSITIVE] Well, that's the way I feel about it. OK, thank you so much.
[AGENT][POSITIVE] My pleasure, Ms. [PII]. Thank you for calling EPL. Hope you have a wonderful day and [PII].
[CUSTOMER][POSITIVE] [PII] to you too. Thank you. Bye-bye.
[AGENT][POSITIVE] Thank you. Bye bye.