AccountId: 011433970860
ContactId: 7612fb7e-a22a-4dbd-86a2-897d1ba25c33
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 663200 ms
Total Talk Time (AGENT): 126922 ms
Total Talk Time (CUSTOMER): 218270 ms
Interruptions: 3
Overall Sentiment: AGENT=0.5, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/01/7612fb7e-a22a-4dbd-86a2-897d1ba25c33_20250501T20:09_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, how are you? My name is [PII].
[CUSTOMER][NEUTRAL] And I'm calling to follow up with my claim.
[AGENT][NEUTRAL] OK. Do you have a phone number I can get in case we get disconnected I can call you back?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And do you have your policy number?
[CUSTOMER][NEGATIVE] I do not have it with me.
[AGENT][NEUTRAL] You have your social security number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. Hold on one moment, please.
[CUSTOMER][NEUTRAL] The
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] OK, and what was your last name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And can I verify your address and email address?
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] [PII]. [PII].
[AGENT][POSITIVE] Thank you, Ms. [PII].
[AGENT][NEUTRAL] And you were needing to check on a claim.
[CUSTOMER][NEUTRAL] Yeah, I was just calling to the status. I mean, I submitted paperwork I sent another paperwork now because I got a bill of one of the machines that I'm, I'm using.
[CUSTOMER][NEUTRAL] Of $251. I, I just, I mean, I don't know the situation. I don't know how the process is.
[CUSTOMER][NEUTRAL] Uh, I'm following up, you know, I haven't gotten any.
[CUSTOMER][NEUTRAL] Nothing from you guys.
[AGENT][POSITIVE] OK, I can help you with that. What?
[CUSTOMER][NEGATIVE] I called and they said that you guys received everything, but I don't know.
[AGENT][NEUTRAL] OK. What's the date of service?
[CUSTOMER][NEUTRAL] Well, what do you mean a daily service? I went to the hospital 2 times.
[AGENT][NEUTRAL] What day you went
[AGENT][NEUTRAL] OK. What, what's the first?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII], yes.
[AGENT][NEUTRAL] Hold on one moment.
[AGENT][NEUTRAL] OK, was this an inpatient?
[AGENT][NEUTRAL] Were you
[CUSTOMER][NEUTRAL] Yes, I was admitted.
[AGENT][NEUTRAL] You were admitted. Were you there from [PII]?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then I went back on the [PII].
[AGENT][NEUTRAL] They are asking for.
[AGENT][NEUTRAL] Admission and discharge dates and time.
[CUSTOMER][NEUTRAL] It's on the paperwork when I send it to you guys. It's right there on my charge of the hospital.
[CUSTOMER][NEGATIVE] And I called and supposedly the lady said that she sees it and that they were gonna fax and do something and you guys haven't done anything.
[AGENT][NEUTRAL] Hold on one moment, let me look at the actual claim. I was just reading the denial that they denied it.
[AGENT][NEUTRAL] Hold on one moment.
[CUSTOMER][NEGATIVE] I've just been doing this for like a month already and I haven't got an answer and it's, it's getting kind of annoying.
[AGENT][POSITIVE] OK, I can get someone to review it and I can call you back shortly.
[CUSTOMER][NEUTRAL] But that's what somebody told me last week. I don't know if you see the nose that I called and nobody's done anything about it.
[CUSTOMER][NEUTRAL] Don't you see the dates that I on the paperwork? It shows the dates, correct?
[AGENT][NEUTRAL] I see the dates, but we don't have um.
[AGENT][NEUTRAL] They asked for the discharge summary and I'm not sure why and let's see what else we have.
[CUSTOMER][NEUTRAL] But let me ask you a question, like the discharge summary is the paperwork that I sent over from the hospital, that is the discharge paperwork.
[CUSTOMER][NEUTRAL] From Memorial Hospital West, don't you guys see that?
[AGENT][NEUTRAL] I see the part for work you sent in, but it's not the emission and discharge dates and times.
[CUSTOMER][NEUTRAL] What do you mean it's right there on the paperwork.
[AGENT][NEUTRAL] That is just the discharge papers is what you sent in.
[CUSTOMER][NEUTRAL] Correct. That's what you guys are needed, the discharge. So that's all I got from the hospital. What else would you need from me, from me? I, I, I can't give you anything else that I don't have. That's what the hospital gave me. It says it right there. After this summary, [PII], Memorial Hospital West.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] And then the other one says after visit summary [PII] from [PII]. That is a discharge paperwork.
[AGENT][NEUTRAL] Right, I see that. That's the discharge paperwork, but that's not what we're needing.
[CUSTOMER][NEUTRAL] OK, so what are you?
[AGENT][NEUTRAL] That's why I said I'll look at it and call you back.
[CUSTOMER][NEUTRAL] OK, but ma'am, I'm not trying to be rude or anything, but like I said, I've been going through a month and nobody's called me back. And I know it might not be important for the people, but it's important to me.
[CUSTOMER][NEUTRAL] And I don't know what else you guys need if, I mean, you guys can't be asking a specific people when I don't work at the hospital. I'm I'm giving you guys what I have and then I send you guys proof of the bill that I got on my chart because they don't send paperwork. They do everything electronically.
[AGENT][NEUTRAL] Right, you would have to call the hospital and ask for the admission.
[AGENT][NEUTRAL] And discharge dates and times.
[CUSTOMER][POSITIVE] But, but ma'am, it's right there on the paperwork. It's right there on the top.
[AGENT][NEUTRAL] It don't have the times on it.
[CUSTOMER][NEUTRAL] OK, but you guys doesn't matter but at the bottom of the at the bottom of the paper where it says [PII], it says [PII]nted [PII] at [PII] Printed [PII] at [PII]
[AGENT][NEUTRAL] Yeah, that's what time that paper was printed.
[CUSTOMER][NEUTRAL] Correct, that's the day that I, that's the day and the time that I got sent home.
[CUSTOMER][NEUTRAL] I mean, you, I can't call the hospital. The hospital is gonna give me no information. This is the perfect information that you guys need.
[CUSTOMER][NEGATIVE] I can't make this paperwork up.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Like I said, I will review the claim and give you a call back.
[CUSTOMER][NEUTRAL] OK, are you gonna give me a call back today because it's almost already [PII].
[AGENT][NEUTRAL] Yes, we don't close till [PII].
[CUSTOMER][POSITIVE] OK. So I'll expect a call from you.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] OK. Thank you so much.
[AGENT][POSITIVE] Thank you, Ms. I, for calling APL. You have a good day and I'll call you back.
[CUSTOMER][POSITIVE] Thank you so much. Sorry to bother you.
[AGENT][NEUTRAL] That's OK. Bye-bye.
[CUSTOMER][NEUTRAL] All right, bye.