AccountId: 011433970860
ContactId: 76187b29-e94c-4c95-a741-5de7b373a213
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 464910 ms
Total Talk Time (AGENT): 157148 ms
Total Talk Time (CUSTOMER): 164008 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/14/76187b29-e94c-4c95-a741-5de7b373a213_20250514T22:00_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good afternoon, thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Yes ma'am. I was calling to check on the status of some claims that I have.
[AGENT][NEUTRAL] OK, and may I ask who's calling?
[CUSTOMER][NEUTRAL] Yes ma'am, it's [PII].
[AGENT][NEUTRAL] And Ms. [PII], do you have a policy number?
[CUSTOMER][POSITIVE] Yes, ma'am. It's oh I got it.
[CUSTOMER][NEUTRAL] 18, OK, yeah, 1836605.
[AGENT][NEUTRAL] OK, thank you. One moment, please.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yes ma'am, it's [PII].
[AGENT][NEUTRAL] OK, and verify your date of birth, mailing address and email address for me please. excuse me.
[CUSTOMER][NEUTRAL] My date of birth is [PII]. Email, I mean, yeah, email address is [PII] and mailing address is [PII].
[AGENT][POSITIVE] OK, thank you so much. We got a lot of people from [PII] calling today.
[AGENT][NEUTRAL] I mean, like you're my 5th 1 in a row from [PII].
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Really?
[AGENT][POSITIVE] Yes, right now it's pretty funny. Um, OK.
[CUSTOMER][NEUTRAL] It is market.
[AGENT][NEUTRAL] And do you have a data service or what's the claim for yourself?
[CUSTOMER][NEUTRAL] It's for my daughter [PII]. I'm sorry, for [PII].
[AGENT][NEUTRAL] For [PII], OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And what was that date of service, please?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Well, shoot, maybe it was, I think it was 2 of them.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, uh, maybe [PII], yeah, I don't know, [PII], um, yeah, [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I don't know if like, one of them is a claim and then one of them was like documentation. I don't know.
[CUSTOMER][NEUTRAL] I, I don't know why.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Was this for, excuse me, uh, uh, I'm sorry, [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Mhm. Yes. Mhm.
[AGENT][NEUTRAL] OK, I see that was received because it looks like several days of service. Was this for like physical therapy?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Well, it, it's all the way to do it all together, but she had like office visits, so she had an office visit like on the [PII], the [PII], I think the [PII] and the [PII].
[CUSTOMER][NEUTRAL] I'm sorry, so [PII] she had an office visit.
[CUSTOMER][NEUTRAL] Um, then [PII] she had follow up office visit.
[CUSTOMER][NEUTRAL] And then the [PII] and the [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Cause the one, bless you, uh, the wanna see for the [PII], it show, uh, process is physical therapy is not covered. And as far as these other dates, give me one moment.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] You said [PII]?
[CUSTOMER][NEUTRAL] Probably, um, yeah.
[CUSTOMER][NEUTRAL] But that one has a confirmation number on it already, yeah.
[AGENT][NEUTRAL] See.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] What day did they say she didn't have a
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] What date was that again?
[AGENT][NEUTRAL] It looks like for the dates of service, um, [PII], [PII].
[AGENT][NEUTRAL] Those also process as physical therapy is not covered.
[CUSTOMER][NEUTRAL] It should be March. Chance was her um oh.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK, so [PII] was her
[CUSTOMER][NEUTRAL] I, I didn't even see much.
[CUSTOMER][NEUTRAL] I see [PII] on the thing I said that was an established office visit with Doctor [PII].
[AGENT][NEUTRAL] Uh, see for [PII].
[AGENT][NEUTRAL] I see.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Uh, looks like for this date for the [PII], um, it looks like for [PII], they are requesting itemized billing.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII] [PII]. OK, [PII], OK.
[AGENT][NEUTRAL] Yes, ma'am. Looks like they're needing um.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] Supporting documentation with the diagnosis codes or description cause I'm assuming the information we have doesn't have the diagnosis codes to process.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] But it has a CPT, uh, so not a CPT but the diagnosis code on there, so different.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Yes, ma'am. The CPT codes or procedure codes just state in the procedures that were performed. The diagnosis gives the reason for the procedure. Like if she was diagnosed as having a sickness or an injury, and this is the reason why we're doing these procedures.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm, cause I know I did that when I did her first one.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK, so I wanna, OK, so for all of them they were not covered because they didn't have a CP, I mean the diagnosis code on them, correct?
[AGENT][NEUTRAL] Uh, for the [PII] and the [PII]. The other ones, uh, process is physical therapy is not covered.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] I'm trying to see which other one I bitch I had on here.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] They have [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] There's like several dates, it looks like a several date range, um, from even in um [PII].
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Oh, I don't know.
[CUSTOMER][POSITIVE] OK, I'll look it up. OK, I'll get that squared away. Thank you.
[AGENT][POSITIVE] Uh yes, ma'am. Thanks for calling APL. Have a great rest of your day.
[CUSTOMER][POSITIVE] You have a you too mhm bye bye.
[AGENT][NEUTRAL] Bye.