AccountId: 011433970860
ContactId: 64411418-f5f6-4abf-bf86-299403e1afa2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 293640 ms
Total Talk Time (AGENT): 119790 ms
Total Talk Time (CUSTOMER): 122173 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/11/64411418-f5f6-4abf-bf86-299403e1afa2_20250611T12:40_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. Uh, my doctor does not accept, uh, or does the claim for my, for me, so I need to do the claim. Um, so I just need you to guide me through it, please.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Do you have your uh policy number with us? Can we start there?
[CUSTOMER][NEUTRAL] Sure, give me one second.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, OK, so which number do you need? I have a group number I have.
[CUSTOMER][NEUTRAL] In hospital and outpatient.
[AGENT][NEUTRAL] Uh, you can give me the inhospital or the outpatient number, either one.
[CUSTOMER][NEUTRAL] OK, so the inhospital, 02291433 M as in Mary, L as in Lucas, and number 7.
[AGENT][NEUTRAL] All right, thank you. And on the policy, can I please have your name and date of birth?
[CUSTOMER][NEUTRAL] [PII] he be out there.
[CUSTOMER][NEUTRAL] Uh [PII].
[AGENT][NEUTRAL] Thank you. And then lastly, I need to verify, please, your physical address and email address.
[CUSTOMER][NEUTRAL] Wait, do you have a PO box?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And I'm sorry, what of my email, right? You said?
[AGENT][NEUTRAL] Mhm. Yes, ma'am.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] [PII]. Give me one second. Babe, I think somebody's in the room. Give me a second. I think, I think he's walking on the roof. Can you cha? Cause I really hear it clearly. I'm so sorry.
[AGENT][NEUTRAL] Go ahead.
[AGENT][NEUTRAL] That's OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Right, so claims.
[CUSTOMER][NEUTRAL] He is.
[CUSTOMER][POSITIVE] Yeah, go ahead. I'm so sorry.
[AGENT][NEUTRAL] That's alright. So claims if one can be filed 3 different ways. You can file them online. We have a service center. You can fax claims or you can put them in the mail. Um, with the type of policy that you have, what you'll need is the claim form. You're gonna need the explanation of benefits from your primary insurance and then you're gonna need an itemized bill with diagnosis from your provider.
[CUSTOMER][NEUTRAL] OK. Um.
[CUSTOMER][NEUTRAL] Give me a second. Let me write it down. You said I need the form that I'm gonna get, uh, claim form, right.
[AGENT][NEUTRAL] Yeah, you need the claim form, explanation of benefits from your primary insurance.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] And then, and then an itemized bill.
[AGENT][NEUTRAL] With diagnosis codes from provider.
[CUSTOMER][NEUTRAL] With the codes, OK, with the codes.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] All right, OK.
[CUSTOMER][NEUTRAL] Uh, would this be given to me, uh, by check or do I need to set up a, a, a direct deposit?
[AGENT][NEUTRAL] So typically checks are mailed out to you unless you've set up direct deposit. Direct deposit can be set up online on our online service center. So if you'd like, what I can do is send you an email with a claim form and then also a user guide on how to set up the online service center if you wanna do it online.
[CUSTOMER][NEUTRAL] But.
[CUSTOMER][NEUTRAL] Please, please do that. I, I usually, I, I just let the doctor do the claim for me, but this doctor doesn't wanna do it, so.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Um, uh, yeah, so I'm gonna have to, have to deal with that. Thank you so much. Please do that.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, so.
[AGENT][NEUTRAL] I will email you the claim form and all that information. Once you file the claim, uh, just give it about 5 to 7 days to process, um, and like I said, you can add direct deposit once you get in there or we'll mail you a check either one to the PO box.
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][POSITIVE] Yeah, you're welcome. Anything else I can do for you?
[CUSTOMER][NEUTRAL] That's it.
[AGENT][POSITIVE] Alright, thanks for calling APL have a good day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][NEUTRAL] Bye bye.