AccountId: 011433970860
ContactId: 69625338-915e-4475-aba7-2178dc0b9725
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 203839 ms
Total Talk Time (AGENT): 64885 ms
Total Talk Time (CUSTOMER): 66598 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/24/69625338-915e-4475-aba7-2178dc0b9725_20250124T17:19_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Calling APO my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] How you doing, [PII]? I just have a question, um.
[CUSTOMER][NEGATIVE] I went to the doctor's for a physical and blood work on the end of November, and I, I gave them the updated card but they end up like charging my old insurance which is declined and then um.
[CUSTOMER][NEUTRAL] I had got a bill so I want to know how do I go about that? I do, do I upload it on the app for y'all to take care of it?
[AGENT][NEUTRAL] OK, I'll be happy to check your account. Uh, may I have your policy number please?
[CUSTOMER][NEUTRAL] Uh, policy number is 02363675.
[AGENT][NEUTRAL] And if you could please verify your name, date of birth, and email address for me.
[CUSTOMER][NEUTRAL] Name [PII] [PII] [PII].
[AGENT][POSITIVE] Thank you for that information.
[AGENT][NEUTRAL] OK, I'm not sure we've received any claims.
[CUSTOMER][NEUTRAL] Well, well,
[CUSTOMER][NEUTRAL] I'm gonna have to put it in because I have the bill.
[AGENT][NEUTRAL] OK, yeah, because no one sent us any claims.
[AGENT][NEUTRAL] Ever
[CUSTOMER][NEUTRAL] So what do I do? Take a picture of it and upload it?
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] So yeah you are going to um so you're you're registered with the online service center yeah you can upload your um.
[AGENT][NEUTRAL] Your claim information there on at the online service center.
[CUSTOMER][NEUTRAL] So what, what subject, uh, do I put it as uh general check up or physical or?
[CUSTOMER][NEUTRAL] I know when you claim they ask you these questions.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Right, um,
[AGENT][NEUTRAL] So you are going to submit.
[AGENT][NEUTRAL] One moment, let me find the claim form. One moment.
[CUSTOMER][POSITIVE] No problem.
[AGENT][NEUTRAL] OK, so you're gonna go and choose under claim forms on the website you're gonna go and choose the hospital indemnity claim form.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] And then submit that
[AGENT][NEUTRAL] Um, with your billing information.
[AGENT][NEUTRAL] And diagnosis, but make sure that um what uh what your
[AGENT][NEUTRAL] Submitting has a diagnosis on it.
[CUSTOMER][NEUTRAL] I don't, I don't, there's nothing to diagnose. I went for my annual physical.
[AGENT][NEUTRAL] There's a diagnosis code for that.
[CUSTOMER][NEUTRAL] Oh, diagnosis. Alright, so if anything, I'm gonna go back to the doctor's office and have them do it because that sound like it's too complicated.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Oh yeah, you can have them do that as well that's correct mhm.
[CUSTOMER][MIXED] Yeah, because, uh, yeah, I don't know about this stuff. Yeah, I'm doing medical billing. I can, I ain't doing all that. Alright, no problem, I appreciate you.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Uh, well, is there anything else I can assist with today?
[CUSTOMER][POSITIVE] No, no, that's it, thank you.
[AGENT][POSITIVE] Well thank you for calling APL. You have a good day.
[CUSTOMER][POSITIVE] You too thank you.