AccountId: 011433970860
ContactId: 742f1995-f7fb-448d-b5a3-f1c1af8ee0ae
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 330529 ms
Total Talk Time (AGENT): 143625 ms
Total Talk Time (CUSTOMER): 120927 ms
Interruptions: 1
Overall Sentiment: AGENT=1.6, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/24/742f1995-f7fb-448d-b5a3-f1c1af8ee0ae_20250424T16:40_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][POSITIVE] Hi [PII], how are you doing today?
[AGENT][POSITIVE] I'm doing well how are you?
[CUSTOMER][NEUTRAL] I'm doing OK. Uh, I'm trying to see what, what's going on with my claim. It says the price, but I don't see anything. Maybe they need additional information. I don't know what.
[AGENT][NEUTRAL] Oh sure yeah I can check on that claim for you um what was your name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and then [PII], can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and do you have your policy number?
[CUSTOMER][NEUTRAL] My policy number is 782299.
[AGENT][NEUTRAL] All right, thank you. One moment.
[AGENT][NEUTRAL] Alright then just gonna verify some information really quick uh let, can I get your date of birth please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and then can I get your mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect. The last thing I need is the email address we've got on file for you. uh, looks like it's a Gmail account.
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][POSITIVE] Awesome thank you so much for verifying all of that. OK, give me just a moment, let me take a look here.
[AGENT][NEUTRAL] Alright, so this most recent claim looks like has a few items on it and a lot of them are registering as duplicates so I can look for that original information um see what's going on with that.
[CUSTOMER][NEUTRAL] OK. Some, some, some, some of them had been duplicate, but when I had to go back and request a detailed billing, they just sent me everything.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And but I'm, I'm on the plane.
[AGENT][NEUTRAL] Oh, sure.
[CUSTOMER][NEUTRAL] The claim date that I, that the form was filled out for the only ones that I'm interested in is the chemo and radiation treatment that I'm having done.
[AGENT][NEUTRAL] OK, let's take a look there.
[CUSTOMER][NEUTRAL] It started on [PII].
[AGENT][NEUTRAL] Yes, OK, I do see that item there. Let's take a look. OK, so for that one we are missing information. uh, it is stating that we're missing.
[AGENT][NEUTRAL] The itemized bill that shows uh procedure codes and charge amounts uh from the wherever you went for treatment.
[CUSTOMER][NEUTRAL] OK. I, uh.
[CUSTOMER][NEUTRAL] They, what they sent me.
[CUSTOMER][NEUTRAL] It was, it states on it that it's the item on bill, itemized bill.
[AGENT][NEUTRAL] OK, so we do need.
[CUSTOMER][NEUTRAL] And it shows the
[AGENT][NEUTRAL] Go ahead, I'm sorry.
[CUSTOMER][NEUTRAL] And, and when I, when they, you ask for procedure codes.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] And that's what they sent me.
[CUSTOMER][NEUTRAL] And uh,
[CUSTOMER][NEUTRAL] I don't know how to get across to them that I need to see the code.
[AGENT][NEUTRAL] If it's easier um they can give us a call as well so I know some providers can be a little bit more difficult to deal with um so I would give them a call back explain that you know you submitted the information for a claim that they provided, but that we are essentially just needing the itemized bill that shows procedure codes and charge amounts.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And they should know um it's also um procedure codes can also be called CPT codes um so it's you could say that as well and if there's any confusion they're not sure they are more than welcome to give us a call uh so that we can kind of alleviate any confusion.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Oh, OK, now say it again, itemized bill procedure code, it shows what?
[AGENT][NEUTRAL] So yes uh itemized bill that shows procedure codes and charge amounts.
[CUSTOMER][NEUTRAL] OK, let me just
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I'm looking at one of those.
[CUSTOMER][NEUTRAL] of bills that they sent.
[CUSTOMER][NEUTRAL] And uh
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK. I, I'll give him a call and tell them to contact you all.
[AGENT][POSITIVE] Yes, if they have any questions or they're confused about anything after you, you know, explain what you need, um, yeah, we'll be more than happy to talk to them and try to explain it a bit further.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I'm sorry that it is so this is a lot for you to have to do.
[CUSTOMER][NEUTRAL] Just give them the [PII].
[CUSTOMER][NEUTRAL] And that's the [PII] number?
[AGENT][NEUTRAL] The a lot, it's pretty confusing. Yes, ma'am. The same number that you just called is perfectly fine.
[CUSTOMER][POSITIVE] OK, OK. All right, I will do that. Thank you.
[AGENT][POSITIVE] Alrighty. Was there anything else I can help you with?
[CUSTOMER][NEUTRAL] No, that was it. That was it.
[AGENT][POSITIVE] All right, yes, ma'am. I hope you have a great rest of your day. Thank you.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thanks. Bye-bye.