AccountId: 011433970860
ContactId: 7bea3ceb-5645-45bf-b09e-b299f5fa73e5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 271709 ms
Total Talk Time (AGENT): 130130 ms
Total Talk Time (CUSTOMER): 102604 ms
Interruptions: 2
Overall Sentiment: AGENT=0.5, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/07/7bea3ceb-5645-45bf-b09e-b299f5fa73e5_20250507T15:21_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey, good morning, Mr. [PII]. Uh, my name is [PII]. Alright, um, I was calling to see what information they needed for my claim.
[AGENT][POSITIVE] Good morning.
[AGENT][NEUTRAL] OK, spell your first name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and what's your policy number?
[CUSTOMER][NEUTRAL] 1554482.
[AGENT][NEUTRAL] OK, and a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. Let me pull up your policy.
[AGENT][NEUTRAL] And what's your date of birth and your mailing address and email?
[CUSTOMER][NEUTRAL] [PII]. OK, [PII], [PII] and email is [PII].
[AGENT][NEUTRAL] OK, thank you. Let's see and you're just wanting to know what's needed for your claim?
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Let's see processed on [PII].
[AGENT][NEUTRAL] Looks like they're needing the emergency room itemized bill. Let me read the remark to you.
[AGENT][NEUTRAL] It says.
[CUSTOMER][NEUTRAL] It's an item summary.
[AGENT][NEUTRAL] Yeah, so, uh, the itemized bill, yeah, it should include your diagnosis code and your procedure codes on there also.
[CUSTOMER][NEUTRAL] The itemized bill she gave me the um.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let me write that down with that call itemized bill?
[AGENT][NEUTRAL] It it's an itemized bill. I can give you the form name to request when you contact the hospital billing team.
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] And this was in the emergency room? Let me see, is this the hospital bill or the, let me see.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] So request the UBO4 U as in university.
[AGENT][NEUTRAL] B as in boy, 04. I was checking to see if this was the ER physician's charge or the hospital.
[CUSTOMER][NEUTRAL] You do, um, she gave me two forms. She said, um, one is the, uh, billing and one is for the physician that was $23.
[AGENT][NEUTRAL] That you
[AGENT][NEUTRAL] So the $23 charge.
[CUSTOMER][NEUTRAL] That's why I have, I said.
[AGENT][NEGATIVE] Let me see, the $23 charge, that one was denied. Let me see, it says.
[CUSTOMER][NEUTRAL] Yeah, she said that's what I
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oh, this policy does not cover um diagnostic X-rays, so the X-rays were not covered and uh we're requesting the itemized bill for the charge for $1,745.29.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Is that for the hospital?
[CUSTOMER][NEUTRAL] Yes, yes.
[CUSTOMER][POSITIVE] Yeah, yes ma'am.
[AGENT][NEUTRAL] OK, so when you call him, request the UBO4 form.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] They may have several different types of itemizations, but this is the one that you need. It captures all the information that we need to process your claim.
[CUSTOMER][NEUTRAL] No problem. Never heard of that one.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yeah, she gave me, she gave me both of them. She was like, this is the hospital one. This is the $23.01 for the physician.
[AGENT][NEUTRAL] Right, right.
[CUSTOMER][NEUTRAL] And I said $23. I, I had never heard of that.
[AGENT][NEUTRAL] No wait for an X-ray.
[CUSTOMER][NEUTRAL] It's not especially for no doctor, but I'm gonna just go back and ask for the, the UBO4.
[AGENT][POSITIVE] Exactly.
[AGENT][NEUTRAL] Form
[AGENT][NEUTRAL] And that's a different type of an itemized bill.
[CUSTOMER][NEUTRAL] Mhm. Right.
[AGENT][NEUTRAL] That's, that's OK.
[CUSTOMER][POSITIVE] OK, no problem.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Anything else for you?
[CUSTOMER][NEUTRAL] Uh, no, Ms. [PII], that'll be all.
[AGENT][POSITIVE] OK. Well, thank you for calling APL. Have a good day. Yes.
[CUSTOMER][NEUTRAL] On the I, can I, um, OK, can I, um, now, do I need to send my, um.
[CUSTOMER][NEUTRAL] Direct deposit form.
[AGENT][NEUTRAL] Um, if you want
[CUSTOMER][NEUTRAL] Because I didn't send it.
[AGENT][NEUTRAL] Yeah, if you want your, if it's a a payable benefit and you want it to be, um, direct deposited, yes, we do need that form.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] OK, alright.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] No problem. OK, alright, let me call and have a good one. That's all.
[AGENT][NEUTRAL] All righty. Anything else?
[AGENT][POSITIVE] All right, you too. Have a good day. Bye-bye.
[CUSTOMER][NEUTRAL] OK