AccountId: 011433970860
ContactId: 80cecfab-d1cb-4a79-ba11-a8a0896dd5a3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 875940 ms
Total Talk Time (AGENT): 292192 ms
Total Talk Time (CUSTOMER): 356751 ms
Interruptions: 1
Overall Sentiment: AGENT=0.7, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/27/80cecfab-d1cb-4a79-ba11-a8a0896dd5a3_20250227T21:00_UTC.wav
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[AGENT][NEUTRAL] Calling APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello, this is [PII].
[CUSTOMER][NEUTRAL] I worked through a temporary agency and had insurance through you guys until [PII], but um.
[CUSTOMER][NEUTRAL] I think it's still active.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I'm trying to figure out what all I need to do and what I need to say to who to get things straightened out here because I fell on [PII] and hit my head really, really hard on cement.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And um,
[CUSTOMER][NEUTRAL] I was in the hospital until [PII].
[CUSTOMER][NEGATIVE] And I got a thing in the mail today that said my um hospital stay wasn't covered.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And I had
[CUSTOMER][NEUTRAL] Uh, Medicaid or Medicare, whichever one also.
[CUSTOMER][NEUTRAL] And I'm trying to figure out what I need to do like I said and.
[CUSTOMER][NEUTRAL] I'm trying to figure out
[CUSTOMER][NEUTRAL] What I need to do.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] Because I am still off of work until I am released by the doctor to go back.
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] What's your policy number?
[CUSTOMER][NEUTRAL] That I am not sure. I do not have my card that I know of it, it's not MetLife, is it?
[AGENT][NEUTRAL] It's American Public Life.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] If not, I can search it by your social if you don't mind.
[CUSTOMER][NEUTRAL] Yeah, do that please.
[AGENT][NEUTRAL] OK, and that number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] What's a good phone number for you, [PII] in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Let's see what we can find.
[AGENT][NEUTRAL] And is this your medical policy, [PII] or the dental policy?
[CUSTOMER][NEUTRAL] Medical
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And if I can get you to verify your date of birth, your mailing address, and your email address for me, please.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII] and what was the other one?
[AGENT][NEUTRAL] Your email address?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you for that.
[AGENT][NEUTRAL] And is a claim for yourself or someone else?
[CUSTOMER][NEUTRAL] Uh, myself.
[AGENT][NEUTRAL] OK, and now has the claim been sent to us for review?
[CUSTOMER][NEUTRAL] I don't think that it was sent to you. I think it was sent to you.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Possibly my Medicaid, Medicare.
[CUSTOMER][NEGATIVE] And it was denied.
[CUSTOMER][NEUTRAL] I don't know. I'm not really 100% sure on that. I've got to call them after I get off the phone with you.
[AGENT][NEUTRAL] OK, so how can we help you today?
[CUSTOMER][NEUTRAL] Um, I think it's supposed to be submitted to you first.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So I don't know if I need my plan number or my member number.
[CUSTOMER][NEUTRAL] Or
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] What I need.
[AGENT][NEUTRAL] To get
[AGENT][NEUTRAL] To give to your provider?
[CUSTOMER][NEUTRAL] Yeah, to get this all straightened out.
[AGENT][NEUTRAL] OK, so I can give you your policy number. Let me know when you're ready.
[CUSTOMER][POSITIVE] I'm ready.
[AGENT][NEUTRAL] OK, so it's 025.
[AGENT][NEUTRAL] 633.
[AGENT][NEUTRAL] 20
[CUSTOMER][NEUTRAL] 20
[AGENT][NEUTRAL] 220. Mhm. Yes, ma'am.
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And so you would contact your provider, is it an office visit charge or were you in the hospital or?
[CUSTOMER][NEUTRAL] I was in the hospital from [PII]. I went to [PII]. They transferred me to [PII]'s because they weren't equipped to handle a brain bleed.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Right. OK.
[CUSTOMER][NEUTRAL] I had a brain bleed too, so.
[AGENT][NEUTRAL] OK. OK, how are you doing?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Uh, I'm doing a lot better. My back's still a little bit sore and I get a little bit dizzy still, but for the most part, my lab test results came back pretty good, so.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Right.
[CUSTOMER][POSITIVE] I'm hopeful for a full recovery and
[AGENT][POSITIVE] That's good.
[CUSTOMER][NEUTRAL] Get back out there.
[AGENT][POSITIVE] Yeah, me too. Glad you're feeling better. So what you can do.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][NEUTRAL] It's called, You're welcome. Call the first hospital that you went to.
[AGENT][NEUTRAL] Give them that policy number and ask them if they could submit your itemized bill to ATL.
[AGENT][NEUTRAL] And I'll give you the address also for them to mail it to.
[CUSTOMER][NEUTRAL] One second. I don't.
[CUSTOMER][NEUTRAL] My
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. Caloin.
[AGENT][NEUTRAL] And then
[AGENT][NEUTRAL] Uh-huh. And then by when you you wrote an itemized bill beside that, put this acronym U as in university, B as in boy, 04.
[AGENT][NEUTRAL] UBO4.
[CUSTOMER][NEUTRAL] UB 04
[AGENT][NEUTRAL] Yes, that's an itemized bill. 04.
[CUSTOMER][NEUTRAL] 04
[AGENT][NEUTRAL] 04.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And so tell them you you need to ask them if they could submit the itemized bill UBL4 to American Public Life.
[AGENT][NEUTRAL] And now I'm fixing to give you the.
[AGENT][NEUTRAL] Um, mailing address to send it to.
[AGENT][NEUTRAL] Let me know when you're ready.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Because they'll probably ask you for this, it's PO Box.
[CUSTOMER][POSITIVE] I'm ready.
[AGENT][NEUTRAL] 217.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 04
[CUSTOMER][NEUTRAL] 217
[CUSTOMER][NEUTRAL] 04
[AGENT][NEUTRAL] Uh the city is [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] And the state is [PII]?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then
[AGENT][NEUTRAL] And then the zip code?
[CUSTOMER][NEUTRAL] Is that right?
[AGENT][NEUTRAL] Yes, [PII].
[CUSTOMER][NEUTRAL] the [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And the zip code is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And so that's where they would mail the claim.
[AGENT][NEUTRAL] And then you will contact the hospital that you were transferred to or transported to.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And you would give them the same information because you have 2 hospital claims for, you know, for 2 different locations.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And give them the same information.
[AGENT][NEUTRAL] Mhm, your policy number and then ask them if they could submit the itemized bill UBO4 to that address.
[AGENT][NEUTRAL] American Public Life.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you so much for all your help.
[AGENT][POSITIVE] Oh, you're welcome. You're welcome.
[AGENT][NEUTRAL] And let me see, give me.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Anything else I need to, do I have to submit this to my doctors too?
[AGENT][NEUTRAL] Yeah, give me
[AGENT][NEUTRAL] The submit what?
[CUSTOMER][NEUTRAL] Um, the itemized bill and all that stuff.
[AGENT][NEUTRAL] So I know that there's, yeah, I know that there's probably charges, yeah, from like your attending physicians, you know, the doctors that attended you while you were there.
[CUSTOMER][NEUTRAL] And have them
[CUSTOMER][NEUTRAL] And that
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] Your
[CUSTOMER][NEUTRAL] Yeah, there were so many of them.
[AGENT][NEUTRAL] Yes. And so like your surgeon.
[AGENT][NEUTRAL] Uh, you may want to contact the surgeon's office.
[CUSTOMER][NEUTRAL] Yeah, I don't
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I didn't have surgery though, but.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Oh, you did not? OK, OK.
[CUSTOMER][NEUTRAL] CAT scans and
[CUSTOMER][POSITIVE] All that good stuff.
[AGENT][NEUTRAL] OK, OK, cause the you.
[CUSTOMER][POSITIVE] Yeah, luckily it wasn't as bad as.
[AGENT][POSITIVE] Exactly. Yeah that's why I was asking you how, how, how are you? Yeah, exactly.
[CUSTOMER][NEUTRAL] It's, it could have been.
[AGENT][NEUTRAL] So,
[CUSTOMER][NEUTRAL] Uh, I'm a lot better. Last week I was not able to make decisions and
[CUSTOMER][NEGATIVE] When they let me out of the hospital, I was really disappointed because I don't feel that I was ready to leave and they didn't wheel me down to the car, they had me walk. It
[CUSTOMER][NEGATIVE] It blew my mind. I was like, I am not stable on my feet. I can't make decisions. I don't know why you're having me walk and telling me I can go home after I just told my mom and my boyfriend that an hour before that, I wasn't ready to go home and I couldn't make those decisions.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Right. Did you tell them that?
[CUSTOMER][NEUTRAL] Um, I told my doctors that followed up.
[AGENT][NEUTRAL] At the hospital?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I don't, I, I told him I was ready to go, but
[CUSTOMER][NEGATIVE] I certainly was not ready to go.
[AGENT][NEUTRAL] Right.
[AGENT][POSITIVE] Exactly
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] But yeah, it's been a whole, I'll tell you what, since October, my life has just been so messy. I started at that temp agency in September, October, I broke my left toe, my pinky toe. In December, I twisted my right ankle, and then in February, I did this, and I said no more. That's 3, I'm done.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Oh wow, yeah. Yeah. I mean, did you fall or anything when you were hospitalized for your bleed?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] When I what?
[AGENT][NEUTRAL] your
[CUSTOMER][NEGATIVE] When I got hospitalized for bleeding, yeah.
[AGENT][NEUTRAL] Yeah, you did you fall?
[CUSTOMER][NEUTRAL] Yeah, I slipped and fell on the steps, yeah.
[AGENT][NEUTRAL] OK. OK.
[CUSTOMER][NEUTRAL] It was icy and I went to take my first step and I fell on the cement steps and hit my head so hard. I have never in my life hit my head that hard before.
[AGENT][NEGATIVE] Gotcha.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] And it was cement, so.
[CUSTOMER][NEUTRAL] And then they said I had a bulging disc and
[CUSTOMER][NEGATIVE] Yeah, I was pretty messed up.
[AGENT][POSITIVE] OK. I'm glad that you're feeling better.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][POSITIVE] Yeah, I'm feeling a lot better, but.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Good, so [PII], what I've done, I've emailed an ID card to you to the address that you verified [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you. Yes.
[AGENT][NEUTRAL] And it's coming from [PII].
[AGENT][NEUTRAL] And that way you'll have that in your hand or you have it on person.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, whenever you report to your absolutely visits and things of that nature, you can just show them that card.
[CUSTOMER][POSITIVE] Thank you so much.
[CUSTOMER][POSITIVE] You have been so very, very helpful.
[AGENT][POSITIVE] Oh, you're very, very welcome. You're very, very welcome.
[CUSTOMER][POSITIVE] I appreciate you.
[AGENT][POSITIVE] My pleasure.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] That that's all I need. I think I can handle this. I've got it all wrote down, so.
[AGENT][POSITIVE] OK, very good.
[CUSTOMER][POSITIVE] Thank you very much.
[AGENT][NEUTRAL] Oh, you're welcome, [PII]. On the back of the ID card is that address that I gave you to mail the claims and it'll say submit claims to so your providers will want to know that they usually look at the front and the back.
[CUSTOMER][NEUTRAL] You have a
[AGENT][NEUTRAL] To capture that information.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yes ma'am. Thank you.
[AGENT][POSITIVE] You, you're welcome, [PII]. Any other questions? You do the same and thanks for calling APL. Have a good day.
[CUSTOMER][POSITIVE] You have a blessed day.
[CUSTOMER][NEUTRAL] No, ma'am.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][NEUTRAL] OK, bye-bye.