AccountId: 011433970860
ContactId: 70c3cb57-c65a-403b-accf-d870e1f295ce
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 267850 ms
Total Talk Time (AGENT): 111002 ms
Total Talk Time (CUSTOMER): 106932 ms
Interruptions: 2
Overall Sentiment: AGENT=0.6, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/29/70c3cb57-c65a-403b-accf-d870e1f295ce_20250529T19:10_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thanks for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Uh, yes, I wanna file a claim, and this is my first time doing this. I don't know how to do this.
[AGENT][NEUTRAL] OK, I can verify with you on how to submit a claim. And your name is?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and Mr. [PII], do you have your policy number?
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] I have the card in front of me. um, yeah, I don't see where it says.
[AGENT][NEUTRAL] Mhm. Do you see a
[AGENT][NEUTRAL] Go ahead, I'm sorry.
[CUSTOMER][NEUTRAL] I have
[CUSTOMER][NEUTRAL] I have um like a in-house benefit certification number that number.
[AGENT][NEUTRAL] Uh, yes, that one or the outpatient is fine.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, OK, I got that 02.
[CUSTOMER][NEUTRAL] 6058
[CUSTOMER][NEUTRAL] 97
[CUSTOMER][NEUTRAL] ML 7.
[AGENT][NEUTRAL] OK, thank you. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] OK, and verify your date of birth, mailing address and email address, please.
[CUSTOMER][NEUTRAL] My I said my my mail. Can you spell that? What's that first one you said?
[AGENT][NEUTRAL] Uh, date of birth.
[CUSTOMER][NEUTRAL] Oh, OK. [PII].
[AGENT][NEUTRAL] OK, and your mailing and email, I'm sorry.
[CUSTOMER][NEUTRAL] And email
[CUSTOMER][NEUTRAL] Man is
[CUSTOMER][NEUTRAL] Uh yeah, mail mailing is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And the email is.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and for your email address again, you said [PII]?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, thank you so much and let's see.
[AGENT][NEUTRAL] Uh, what type of claim are you needing to file?
[AGENT][NEUTRAL] Like if this is for an outpatient in hospital.
[CUSTOMER][NEUTRAL] Um, 4.
[CUSTOMER][NEUTRAL] No, this is for blood work and patients.
[AGENT][NEUTRAL] You said for blood work and what else?
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] Inpatient.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, what we will need is the itemized billing, showing diagnosis and procedure codes and the primary insurance explanation of benefits or EOB for the data service you're filing for.
[CUSTOMER][NEUTRAL] Service you're calling.
[CUSTOMER][NEGATIVE] You're just both gibberish to me, and I don't know how to do any of that what you just said.
[AGENT][NEUTRAL] OK. Well, for as far as the explanation of benefits or EOB, you can contact your major medical insurance company and request that information for that data service.
[AGENT][NEUTRAL] And as far as the inpatient, uh, we will need the itemized hospital bill, which you can contact the billing office of the hospital.
[AGENT][NEUTRAL] And then request billing showing diagnosis and procedure codes.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] And I'm, I'm sorry to, can, can I just like say something to you? Um, I work at a boat yard and I'm crazy busy. I took this one day off I could probably this year to handle this. I don't see myself having any time to call that. Is there another way of doing this?
[AGENT][NEUTRAL] Well, you can give the provider, you can give the provider your information with us and they can submit the claim.
[CUSTOMER][NEUTRAL] That's the only way of how to handle.
[CUSTOMER][NEUTRAL] Yeah, that alright, so I, I have to call my provider.
[CUSTOMER][POSITIVE] OK, OK, thank you.
[AGENT][NEUTRAL] Uh, yes, sir. Call the medical provider for when you're confined and let them know you have secondary coverage and you should be able to give me your policy number and our phone number and that way they can call and verify benefits and we can let them know how to submit a claim.
[CUSTOMER][POSITIVE] OK perfect thank you.
[AGENT][POSITIVE] Mhm, thank you for calling APL you have a great rest of your day.
[CUSTOMER][POSITIVE] Thank you very
[CUSTOMER][NEUTRAL] You too.