AccountId: 011433970860
ContactId: 737df0b9-0568-4ca5-96f1-15ad564dacf1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 324119 ms
Total Talk Time (AGENT): 118825 ms
Total Talk Time (CUSTOMER): 101975 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/04/737df0b9-0568-4ca5-96f1-15ad564dacf1_20250204T19:55_UTC.wav
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[AGENT][POSITIVE] And thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I got a letter in the mail and I just want to, um, kind of understand what is needed or if you guys need anything additional.
[AGENT][POSITIVE] Um, yes, ma'am. I can assist you.
[CUSTOMER][NEUTRAL] Um, can I give you the.
[CUSTOMER][NEUTRAL] Can I give you the reference number?
[AGENT][NEUTRAL] Well, first, I'll need your name and a good callback number just in case we're disconnected.
[CUSTOMER][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] And my phone number is [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And next, I'll need your policy number.
[CUSTOMER][NEUTRAL] Uh, policy is 02469967.
[AGENT][NEUTRAL] OK. Thank you. Now, please verify your date of birth and your mailing address.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. Thank you. Now, please verify your email address.
[CUSTOMER][NEUTRAL] Um, it could be my husband.
[CUSTOMER][NEUTRAL] It's [PII] or [PII] [PII].
[AGENT][NEUTRAL] OK, that's the one we're showing.
[AGENT][NEUTRAL] OK. And do you have a claim number or the information or the, yes, ma'am. What's the
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] The claim number is 3, OK.
[AGENT][POSITIVE] Go ahead, I'm ready.
[CUSTOMER][NEUTRAL] You ready? 3553616.
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] OK. Yes, ma'am. We're requesting additional information to complete the processing of this claim. And um we need we need an itemized statement that lists the charges, the diagnosis code, and the procedure codes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so I sent, um, my husband sent that on [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And he emailed it to.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, actually, we can't take that information through email because of the HIPAA.
[AGENT][NEUTRAL] So it would need to be up
[CUSTOMER][NEUTRAL] OK, so what do we need to do?
[AGENT][NEUTRAL] Um, how was this claim submitted? The one that you're calling about now, was it?
[AGENT][NEUTRAL] Did you mail it in?
[CUSTOMER][NEUTRAL] I want to email.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] No, I think it was email.
[AGENT][NEUTRAL] OK, one moment.
[CUSTOMER][NEUTRAL] December, yeah, I was still on [PII].
[AGENT][NEUTRAL] OK, well, if you email that information then um email it to that same email address.
[CUSTOMER][NEUTRAL] Uh, we did on [PII] and this letter went out on [PII].
[AGENT][NEUTRAL] OK, because the updated documentation, it's still, it, it's still not showing that information that we requested.
[AGENT][NEUTRAL] So we would need the itemized statement.
[AGENT][NEUTRAL] With the um diagnosis.
[CUSTOMER][NEUTRAL] OK, I could send it.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I could send it by mail, but um, where do I send it to and who do I address it to?
[AGENT][NEUTRAL] If you send it by mail, um, make sure that you attention it to the claims department.
[CUSTOMER][NEUTRAL] 20, OK.
[AGENT][NEUTRAL] Mhm. Then um IMA.
[CUSTOMER][NEUTRAL] I M A
[AGENT][NEUTRAL] T
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] And then [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm. [PII] and [PII].
[CUSTOMER][NEUTRAL] Uh huh.
[AGENT][NEUTRAL] [PII], zip code?
[CUSTOMER][NEUTRAL] And it's
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] And the zip code is [PII].
[CUSTOMER][NEUTRAL] And just send the itemized can I send the letter back that has the information that you guys are requesting it or?
[AGENT][NEUTRAL] Yes, ma'am. You can send that letter back also a copy of it and then uh then the information that um we're requesting.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, and you said, um, it's IMA, I as in igloo, Mary, apple.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, so we'll send it by mail and then follow up.
[AGENT][NEUTRAL] OK. Is there anything else that I can assist you with?
[CUSTOMER][POSITIVE] Um, no, that's all, thank you for your help.
[AGENT][POSITIVE] OK, thank you for calling APL. You have a great rest of your day. Mm bye.
[CUSTOMER][NEUTRAL] OK