AccountId: 011433970860
ContactId: 7167733a-33ef-446f-a25d-fa2ea2079de7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 525489 ms
Total Talk Time (AGENT): 169325 ms
Total Talk Time (CUSTOMER): 155257 ms
Interruptions: 4
Overall Sentiment: AGENT=0.9, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/18/7167733a-33ef-446f-a25d-fa2ea2079de7_20250318T20:38_UTC.wav
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[AGENT][POSITIVE] Good afternoon, thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes, I got a paper in the mail.
[CUSTOMER][NEUTRAL] Of an explanation of the benefits.
[CUSTOMER][NEUTRAL] Which I've called before.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And they sent me a packet to fill out and the hospital sent me a.
[CUSTOMER][NEUTRAL] Itemized.
[CUSTOMER][NEUTRAL] Billing statement which I sent all that to you guys.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] And your remarks say that.
[CUSTOMER][NEUTRAL] In order to complete the processing of your claim, we need itemized statements from the provider.
[AGENT][NEUTRAL] Mhm. Um, I can check and see what we have. Um, may I have your name and a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. And may I have a callback number? Mhm.
[CUSTOMER][NEUTRAL] I, uh
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and may I have the policy number?
[CUSTOMER][NEUTRAL] 023 2
[CUSTOMER][NEUTRAL] 6285
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] For security, may I have your date of birth, mailing address and email address on file?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Billing address is [PII].
[CUSTOMER][NEUTRAL] And what else did you need?
[AGENT][NEUTRAL] Email address?
[CUSTOMER][NEUTRAL] It's all lower case, it's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, perfect. Thank you.
[AGENT][NEUTRAL] One moment, let me pull the details of that you'll be OK, one moment.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] 50
[AGENT][NEUTRAL] I'm still waiting on the documents to upload, OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That's because
[CUSTOMER][NEUTRAL] That's because I have my uh phone and stuff through them too.
[CUSTOMER][NEUTRAL] If you have your phones on.
[CUSTOMER][NEUTRAL] Don't
[CUSTOMER][NEUTRAL] Recognize the war stuff.
[CUSTOMER][NEUTRAL] You have to have your fighting for.
[CUSTOMER][NEUTRAL] It's just us.
[AGENT][NEUTRAL] OK. um, Mr. [PII], OK, I pulled the documents and it looks like um this is a transaction list, but it's not an itemized bill. Um, this one doesn't have the diagnosis codes.
[CUSTOMER][NEUTRAL] OK, so I need to get that for you then.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, you can call the hospital and let them know that you need an item, a fully itemized bill with the diagnosis code or, or a UBO4 form.
[CUSTOMER][NEUTRAL] UBO 444.
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] Just 04. It's gonna be UB U as in umbrella, B as in boy.
[AGENT][NEUTRAL] 044.
[CUSTOMER][NEGATIVE] Let's see if I was marked on this paper that I had, but it's not.
[CUSTOMER][NEUTRAL] But I can also just tell him what this is but.
[CUSTOMER][NEUTRAL] I need to find something to write with here and I'll write that down.
[AGENT][NEUTRAL] OK, it works. OK, let me know when you're ready. It's OK. I can wait.
[CUSTOMER][NEUTRAL] Then I can send it just to that APL.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Whatever that number was or address is at the top.
[AGENT][NEUTRAL] Yes, you can go to our, you can go to our website, just go to our website and um send it the same way you send this one as a new document, and we'll go ahead and go over it, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Give that to me one more time. I say you something.
[AGENT][NEUTRAL] OK. [PII].
[CUSTOMER][NEUTRAL] He
[AGENT][NEUTRAL] 044.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm, yes.
[CUSTOMER][NEUTRAL] All right, that's what I'll let him know tomorrow.
[AGENT][NEUTRAL] All right. Is there anything else I'm gonna help you, go ahead.
[CUSTOMER][NEUTRAL] Now how do I, well, how do I go about getting new cards?
[AGENT][NEUTRAL] Oh, let me check and see if you get regular cards, one moment.
[AGENT][NEUTRAL] Let me see if I can get those orders for you.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Is there any reason why the insurance company didn't pay hardly anything on this bill?
[AGENT][NEUTRAL] Yeah, I don't see a card. I think yours is gonna be electronic. Let me double check.
[AGENT][NEUTRAL] Yeah, um, your card is gonna be electronic, so it's gonna be um through the website. When, once you go in, you're gonna see a PDF on your right side. If you click that PDF it's gonna give you the image of your card and you can print that out or save it to your phone.
[CUSTOMER][NEUTRAL] OK, and that is through the American Public Life Insurance Company?
[AGENT][NEUTRAL] Yeah, it's through an [PII] It's gonna be [PII]. Again, that's [PII], [PII]. Mhm.
[CUSTOMER][NEUTRAL] [PII] or
[CUSTOMER][NEUTRAL] I am public.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] And do you have any idea why the insurance company, why hardly anything got paid on this?
[AGENT][NEUTRAL] Oh, we're just waiting for that information to continue the processing of the claim.
[CUSTOMER][NEUTRAL] I mean, I
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm. So it's not denied. It's just pending.
[CUSTOMER][NEUTRAL] All right, well, I, I will get it and.
[CUSTOMER][NEUTRAL] I will get it and send it to them then or get it sent to you.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Sure, no problem.
[CUSTOMER][NEUTRAL] Is there a fax number?
[AGENT][NEUTRAL] Yes, the fax.
[CUSTOMER][NEUTRAL] It can be fax can it.
[AGENT][NEUTRAL] Yes, they, it can be faxed. If they want to fax it directly from the provider, they can.
[CUSTOMER][NEUTRAL] Well, I guess
[CUSTOMER][NEUTRAL] OK, I actually have the fax number on another form.
[AGENT][POSITIVE] OK, perfect. OK.
[CUSTOMER][NEUTRAL] Because I, I printed two of them out that you guys sent me, so.
[AGENT][NEUTRAL] Oh, OK. OK. Do, do you need any other information?
[CUSTOMER][POSITIVE] Sure. All right, well, I will get that taken care of.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Nope, that's it.
[AGENT][POSITIVE] OK. Well, thank you for calling APO. Have a good afternoon, Mr. [PII].
[CUSTOMER][POSITIVE] Uh huh thank you bye.
[AGENT][POSITIVE] You're welcome. Bye bye.