AccountId: 011433970860
ContactId: 6a3f9098-51a1-4520-9727-75cdbaefbd55
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 163080 ms
Total Talk Time (AGENT): 72806 ms
Total Talk Time (CUSTOMER): 75210 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/13/6a3f9098-51a1-4520-9727-75cdbaefbd55_20250313T20:18_UTC.wav
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[AGENT][NEUTRAL] Contacting APR. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII]. Um, I had to upload.
[CUSTOMER][NEUTRAL] Some of the
[CUSTOMER][NEGATIVE] The bills and uh EOBs that I was supposed to send to you guys.
[AGENT][NEUTRAL] Yes, uh-huh.
[CUSTOMER][NEUTRAL] And I'm just, uh, OK, so I was just calling to find out the status of what do I need if I need anything extra, if there's anything missing.
[AGENT][NEUTRAL] OK, I can certainly, um, I can see whether uh I, I can't actually uh work the claim while we're on the phone, but I can certainly see that it's been uploaded. Do you have your policy number there with you?
[CUSTOMER][NEUTRAL] Like
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] And what is that policy number, please?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] The hospital is 02472975 ML 7.
[AGENT][NEUTRAL] Thank you. And uh if I could just verify your um
[AGENT][NEUTRAL] Uh, your date of birth and a phone number, please?
[CUSTOMER][NEUTRAL] OK, it's [PII].
[CUSTOMER][NEUTRAL] And [PII].
[AGENT][NEUTRAL] OK, thank you, Miss [PII], I'm just looking this up now.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. So it does look like we have uh
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It does look like uh you just submitted 7 things to us, um.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] And uh that's fine. It does look like everything's come through to us now what we're doing is we're working the claims that we received on the on the [PII], um.
[AGENT][NEUTRAL] And it usually takes about 3 to 23 to 6 business days, if not less for us to process these. So you should be hearing from us very soon, but it does look like everything has come through.
[AGENT][NEUTRAL] So what we should be able to do is
[CUSTOMER][NEUTRAL] OK. Uh, um.
[CUSTOMER][NEUTRAL] I was just a little bit um because before I didn't know that we were waiting on so much stuff.
[CUSTOMER][NEUTRAL] And I got all those from uh.
[CUSTOMER][NEUTRAL] Um, Blue Cross and Blue Shield.
[CUSTOMER][NEUTRAL] And some of the hospitals.
[CUSTOMER][NEGATIVE] That um they never sent me anything to submit to you guys and.
[CUSTOMER][NEUTRAL] I had to call and
[CUSTOMER][NEUTRAL] Yell at a few people to get what I needed.
[AGENT][NEUTRAL] Yeah, sometimes it takes a while to get the, those documents, but yeah, uh, once we receive them, then uh we, we're usually able to uh to go ahead and finish claiming, uh, uh, with the claim. So, and now that we've gotten that, you should be hearing something from us, uh, early next week.
[CUSTOMER][NEUTRAL] So,
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK. Thank you so much.
[AGENT][POSITIVE] OK, well, if there's anything else I can help with then thanks for contacting APO. Have a good day.
[CUSTOMER][POSITIVE] I appreciate your help.