AccountId: 011433970860
ContactId: 7be84967-33d7-4ce4-af5e-2c5af80ebbd9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 393890 ms
Total Talk Time (AGENT): 143592 ms
Total Talk Time (CUSTOMER): 234675 ms
Interruptions: 5
Overall Sentiment: AGENT=1, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/27/7be84967-33d7-4ce4-af5e-2c5af80ebbd9_20250127T19:58_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] A
[CUSTOMER][POSITIVE] Hey [PII], I think this might be your first time, but uh this is [PII], APL extraordinaire and hello nice guy. How you doing?
[AGENT][NEUTRAL] I am doing well, [PII]. How are you? This is not my first time speaking to you.
[CUSTOMER][POSITIVE] Yeah, better. Oh, good. Alright, I'm just making sure kind of and I would remember that I have so many Annas here in [PII]. Um, how you doing? Good? Happy [PII] to both of us. Good, yeah, doing better than most as usual. Um, I need help with somebody who's trying to upload their diagnosis code on the OS on their OSC portal, I guess for lack of a better word, but she's getting an error message if it was ever easy, you know, I guess everybody would be doing it.
[AGENT][POSITIVE] I'm doing good. How are you? Happy [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] But let me give you her policy number you're ready?
[AGENT][NEUTRAL] OK, yes.
[CUSTOMER][POSITIVE] It's and this is the clearest connection I've ever had with APL, so you've won the lotto already. So it's 251.
[AGENT][POSITIVE] Well, thank you. Mhm.
[CUSTOMER][NEUTRAL] 251-720-1
[CUSTOMER][NEUTRAL] I'll wait the 4 seconds for it to pull up on your system.
[AGENT][NEUTRAL] All right, and her first and last name and date of birth?
[CUSTOMER][NEUTRAL] OK, [PII], yeah, [PII], and her date of birth is [PII].
[AGENT][NEUTRAL] Thank you for that. And what is the um error that she's receiving?
[CUSTOMER][NEUTRAL] Uh, the broker. I'm going through the broker. I told her not to bother. It's just some, some here I could find out. I'll send it to, you know, customer service when I get it, but it's with regards to, uh, her claim, and her claim numbers tell me when you're already on that one.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] I'm ready.
[CUSTOMER][NEUTRAL] 354-468-1 really it's the only claim that's open.
[AGENT][NEUTRAL] OK, and we're requesting diagnosis codes and
[CUSTOMER][NEUTRAL] Yeah, and, and here I was trying to tell the broker's, uh, secretary if I could sweet talk you. I know you're not supposed to take it over the phone, but can you take it over the phone?
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEGATIVE] I told the lady, I told I told the broker to tell the insured just to fax it in with her claim number and her policy number. You know how people fax things in and they don't even tell, didn't even tell us who they are what telephone number or email address, you know, they, they think we're, yeah, this, this is one reason why I got out of Aflac. It's just, hey [PII], I'm I need you to call me back. It's really important. Just gives me the name like I got 12,000 policyholders like, you know.
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] Oh Lord.
[AGENT][NEUTRAL] Yes, right. OK.
[CUSTOMER][NEUTRAL] Yeah, right, like I'm supposed to know their email address, but um, could I go ahead.
[AGENT][NEUTRAL] So they're not, they're not gonna let me take it over the phone. Can you email it to us? You can.
[CUSTOMER][NEUTRAL] Yeah, sure.
[AGENT][NEUTRAL] OK, or even if she has the document and just can't upload it, just send it to the care team email and we'll send it to claims for you.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] email we'll send it to.
[CUSTOMER][NEUTRAL] OK, if I have the code, who do I email it to?
[AGENT][NEUTRAL] Oh, everything will be the um care team, but it still has to be on the documentation, so.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Be on the documentation.
[AGENT][NEUTRAL] It it might be better to just have her send you whatever she's trying to upload and just email it to us.
[CUSTOMER][NEUTRAL] He
[CUSTOMER][NEUTRAL] Well I told her just to call well here's the weird part you know I told her to call the provider or in the email I said call the provider and get the number so she's she's got the code I told her.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] The paper and fax it, do I need just to put it on a piece of paper and and scan it and then and then email the care team?
[AGENT][NEUTRAL] Let me ask claims just to make sure if we just need it on some, you know, if we just need it on paper or if it has to be the documentation.
[CUSTOMER][NEUTRAL] Make sure we didn't need it
[CUSTOMER][NEUTRAL] Yeah, yeah, yeah, because, yeah, she doesn't have an she doesn't have an invoice or a statement that has the code on it she just called them up for the code.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] So yeah, go ahead do that voodoo that you do so well, sir, I got you, thanks.
[AGENT][NEUTRAL] Let me double check. OK, hold on one second.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] What?
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] Well, technically, let me see how the code, how that, what that says.
[AGENT][NEUTRAL] Right. So it could be just written on the thing and that's, let me just ask claims, but that's technically they can send it on anything. It doesn't ask for specifically an itemized bill. It just says we need the code and you can get it from your doctor.
[AGENT][NEUTRAL] I'll call to make sure.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] This is Ay.
[AGENT][NEUTRAL] Hey, [PII], this is [PII] on the care team. How are you?
[CUSTOMER][POSITIVE] I'm good. How are you doing?
[AGENT][NEUTRAL] I'm doing good. Um, if a diagnosis code is being requested for a claim to be processed, it does it have to be on medical documentation or it just, we just need the code?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, they would have to resubmit the claim. We can't take it over the phone anymore. And um what they can do is write it on the documentation. Um, it doesn't have to be pre-printed on there. So they can, um, basically get the documentation. We'll get the code from the doctor and write it on the um claim information and resubmit it.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] OK. That's all I needed. Thank you.
[CUSTOMER][POSITIVE] No problem. You have a good one.
[AGENT][NEUTRAL] You too. Bye-bye.
[CUSTOMER][NEUTRAL] All right, bye.
[AGENT][NEUTRAL] Hello, [PII].
[CUSTOMER][NEUTRAL] Yeah, yeah, hey, [PII].
[AGENT][NEUTRAL] Thanks for holding. So no, it doesn't have to be on medical documentation, um, if you want to like resubmit the claim form, that claim sheet and like write it on there, that's fine too.
[CUSTOMER][NEGATIVE] Alright, or here's my other stupid man question. Can I just email customer service what's the code?
[CUSTOMER][NEUTRAL] And put the claim number and the policy number.
[AGENT][NEUTRAL] I mean, we can try it if we're, when we get the email, we're just gonna to forward that over to claims, so.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Claims, yeah, right.
[CUSTOMER][NEUTRAL] OK, I'll just do that because it doesn't make any sense for me to handwrite something then scan something and then email upload it to you guys. It's the same stuff. Hey, I got my last question is, is [PII] still working there?
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, she is.
[CUSTOMER][POSITIVE] OK, I haven't talked to her in like 2 years, so alright, just luck of the draw. All right, thanks a lot.
[AGENT][POSITIVE] You're welcome. Well, thanks for calling APL [PII]. Was there anything else I can help you with?
[CUSTOMER][NEUTRAL] Yeah, was there anything
[CUSTOMER][POSITIVE] No, we're good thank you alright thanks bye.
[AGENT][POSITIVE] You're welcome. Have a good day. Bye bye.