AccountId: 011433970860
ContactId: 71a42f6f-ceef-4766-bd5b-720c8277a425
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 565849 ms
Total Talk Time (AGENT): 257341 ms
Total Talk Time (CUSTOMER): 288026 ms
Interruptions: 6
Overall Sentiment: AGENT=0.9, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/26/71a42f6f-ceef-4766-bd5b-720c8277a425_20250326T18:49_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi there, this is [PII]. I have a claim number for you if you, um, I just I need some position about this claim.
[AGENT][NEUTRAL] Sure, I can get some further information for you on that claim. Um, I can go ahead and take that claim number.
[CUSTOMER][NEUTRAL] Yes, uh 35.
[CUSTOMER][NEUTRAL] 7460.
[AGENT][POSITIVE] OK, and [PII], can I also get a good call back number from you in case we're disconnected please?
[CUSTOMER][NEUTRAL] Sure. [PII].
[AGENT][POSITIVE] OK, thank you one moment please.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, and then I'm just gonna verify some information really quick. Uh, can I get your date of birth please?
[CUSTOMER][NEUTRAL] Sure. [PII].
[AGENT][NEUTRAL] Thank you and then can I get your mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Perfect. The last thing I need is the email address we've got on file for you. Uh, looks like it is a [PII] account.
[CUSTOMER][NEUTRAL] Yes, it's my name and my last name, [PII].
[AGENT][NEUTRAL] Got it. OK, thank you so much for verifying that information. Give me just a moment, let me take a look at this claim.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so it looks like we're just missing some information for this, uh, and you'll be able to get this from the provider wherever you went for treatment, so we would need the itemized oh I'm sorry, OK.
[CUSTOMER][NEUTRAL] I already got it.
[CUSTOMER][NEUTRAL] Yes, I, I got it and I, I email uh the email address that I have on the back of my card and uh I, I don't know what happened, so I have, I have the itemized right here in front of me, everything that they did. So, uh do you have another email address that I can send to you?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Um, I'm not sure the email that you have, uh, but I do, I can give you, make sure that's the right, the one that you sent it to, is it, uh, [PII]?
[CUSTOMER][NEUTRAL] Hold on, let me get my card and I can tell you because because on the back of my uh insurance card, uh, that's what the email, that's the one I sent the claim for the first time.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So, let me see.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 1 2nd.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Brace it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, email. It's [PII]. Is that one?
[AGENT][NEUTRAL] OK, that's not for us. Um, this plan might be part of a multi plan or through, uh, benefits and accord, and so that's where there can be a bit of confusion with that. So I can give you, um, our email, but I'll also say that, um, do you have access to a desktop or a laptop computer, [PII]?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, I don't. The only thing I have is uh my my phone.
[AGENT][NEUTRAL] Oh, OK, OK.
[AGENT][NEUTRAL] So I would, well, I was gonna say we do have um our online portal that you could upload that information unfortunately it really does not have much support for mobile devices though um but I can go ahead and give you that email address again whenever you're ready.
[CUSTOMER][POSITIVE] I'm ready, please.
[AGENT][NEUTRAL] OK, so it's [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] [PII]. Mhm.
[AGENT][NEUTRAL] Yes, [PII], [PII] [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] So [PII], [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Hold, hold on one second. Hold on, I got lost. Let's say, OK. Uh, you say AM.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, [PII]. What [PII]?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] So it's the word [PII].
[AGENT][NEUTRAL] Yeah, yes, sorry, yeah, so Am public. Yes, sorry.
[CUSTOMER][NEUTRAL] Oh, it's the word public. Oh, OK. So.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][POSITIVE] Sorry, I'm so sorry. I thought you were, OK, Am public.
[AGENT][POSITIVE] No, no, that's all right.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK. It's [PII], right?
[AGENT][POSITIVE] Correct, yes, yes, ma'am.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] That's it.
[CUSTOMER][NEUTRAL] OK, OK. So, [PII].
[AGENT][POSITIVE] That is correct. Yes, ma'am.
[CUSTOMER][POSITIVE] OK, sounds good. So what I'm gonna do, I'm gonna email this right now. I'm gonna take a picture because I print whatever they send to me. So I'm gonna take a a picture and send you guys right now, OK?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] Sure, yeah, as long as it's clear and legible, that is perfectly fine, um, and I will say it can take up to about 7 to 10 business days for claim information to process. It may not take quite that long, but I think that's just kind of a safe area, um, that you're more than welcome to give us a call any time to check on that.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEGATIVE] OK, and then, uh, let me ask you this. It's my first time I, I'm dealing with, um, I never did any, any claims in my life. So, so then this bill that I'm claiming for, are you guys gonna pay me or pay the, the, the hospital, how that works?
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Right, yes, so if the hospital or the provider were the ones to file the claim we would send that that payment to them. However, since you're filing that claim, yes, since you're filing the claim, we would send that payment to you. um, now there is a form that I can send you if you'd like that you could set up direct deposit for that, uh, benefit amount, otherwise, uh, we would just mail a paper check to you.
[CUSTOMER][NEUTRAL] No, I did the, uh, yeah, I.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Well, um, can we do that part after you guys go over everything or or should I, should I do this right now?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Did you want um did you want to set up direct deposit? If you did, I would recommend doing that first because once, OK, let me get that um I I can yeah I can email that form to you. Did you want me to just send it to this Hotmail account that we've got?
[CUSTOMER][NEUTRAL] Yes, yes, yes, because.
[CUSTOMER][NEUTRAL] Then I can.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][POSITIVE] Sure, sure, yes, please.
[AGENT][NEUTRAL] OK, sure, I'll go ahead and get that sent to you and then you can just email that back to us as well that completed form.
[CUSTOMER][NEGATIVE] OK, cool, great, because the provider, they are sending me taxes like, uh, you know, to remind me that I owe this money and.
[AGENT][NEUTRAL] Of course, of course.
[CUSTOMER][NEUTRAL] Driving me crazy. It's like,
[AGENT][NEGATIVE] I, yeah, yeah. Well, that's stressful too.
[CUSTOMER][NEGATIVE] And it's bad.
[AGENT][NEGATIVE] Yes, it is extremely stressful.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm. And also, I pay.
[AGENT][POSITIVE] No, we'll we'll do our best to get you taken care of as quick as we can.
[CUSTOMER][NEUTRAL] OK, so what about the ones I already paid for? I think on the the paperwork that I sent to you guys showed that I paid $300 and something dollars that they were charging me and I, I thought it like.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Sure. Yeah.
[CUSTOMER][NEUTRAL] Like I said, it's my first time. I never, you know, so I thought of like, um,
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] I was my part to pay, like the insurance pays something and I have to pay the $300. So then when I start dealing with this and um somebody told me that I have, I'm zero deductible, I don't need to pay anything. I was, I was like, 00.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Yes, correct. Yeah.
[AGENT][POSITIVE] Yes, and this, this plan is a bit different, um, it can be quite confusing, um, because it's not traditional major medical, of course, but, um, yeah, you're perfectly fine. We'll, we'll get that taken care of for you as quick as we can.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. I'm going to send the email right now for you, OK?
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Yes ma'am, and I'm getting that email sent to you with this direct deposit form.
[CUSTOMER][POSITIVE] Sounds great. Thank you very, very much.
[AGENT][NEUTRAL] Alright, yeah, was there anything else I could help you with?
[CUSTOMER][POSITIVE] No, that's it. Thank you.
[AGENT][POSITIVE] Alright, yeah, thanks for calling [PII]. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] You too, honey. Thanks.
[AGENT][POSITIVE] Thank you. Bye bye.
[CUSTOMER][NEUTRAL] Bye.