AccountId: 011433970860
ContactId: 82935359-196b-4f31-a984-dd115e111b38
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 398390 ms
Total Talk Time (AGENT): 194601 ms
Total Talk Time (CUSTOMER): 103787 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/28/82935359-196b-4f31-a984-dd115e111b38_20250528T21:45_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes ma'am, I'm here with [PII] and she's trying to go online and fill out the form, a claim form.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] And it let us go so far and then it's, it won't let us go any further than that.
[AGENT][NEUTRAL] Oh trying to fill it out online?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, um,
[AGENT][NEUTRAL] Can I get a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And um what is the policy number?
[CUSTOMER][NEUTRAL] 252-639-8
[AGENT][NEUTRAL] OK, let me see what's going on.
[CUSTOMER][POSITIVE] OK, let's find it on yeah, I can.
[AGENT][NEUTRAL] And um you said it's for [PII]?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] OK. Um, can you verify her date of birth, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And the mailing address that we have on file?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Can you hear?
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you so much.
[CUSTOMER][NEUTRAL] Did you hear now?
[AGENT][POSITIVE] Yes, I did, ma'am. I did. Thank you.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEGATIVE] And what claim form is she trying to fill out and it's just, it's just stopping?
[CUSTOMER][NEGATIVE] She's in the cancer.
[CUSTOMER][NEUTRAL] It's the form for the uh AP, APS to get it. It's this cancel form.
[AGENT][NEUTRAL] OK, let me look.
[AGENT][NEUTRAL] And we clicked download form.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] Oh, are you on the acknowledgment part?
[AGENT][NEUTRAL] Is that where it stopped her?
[CUSTOMER][NEUTRAL] Let me see what part this is.
[CUSTOMER][NEUTRAL] Yeah, cause it has uh.
[CUSTOMER][NEUTRAL] What are you feeling in front of me I typed in there when it give you uh items to select from. I put in there that what they did for her is not there, they told me to type it in.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then submit it and that started it went.
[AGENT][NEUTRAL] So for this one, if it's not letting her click on the acknowledgement part it's because she needs to sign it, so what will need to happen is you will need to print page 2.
[AGENT][NEUTRAL] And page 4.
[AGENT][NEUTRAL] Because they will need to sign that so you can put everything in through the um.
[AGENT][NEUTRAL] Computer
[AGENT][NEUTRAL] Except for the acknowledgment and then at the very bottom you can type in the policy number and the printed name and everything but everywhere where it says like signature because we don't do digital signatures, it will need to be printed out and she will need to physically sign it.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] And then you can upload it back in.
[CUSTOMER][NEUTRAL] OK. Will she need to go to the hospital and get copies of the entire case that what took place?
[CUSTOMER][NEUTRAL] And send that to you all just as well?
[AGENT][NEUTRAL] Yes, we will need all of the supporting documents. So if she has any pathology reports, um, including, it will be for like the initial diagnosis of cancer or a new diagnosis, or if there's any type of surgery, she will need all of that. Um, it helps if you send in an itemized bill.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And sometimes medical providers don't send you an itemized bill, they just send you a bill with the total amount. She will need to make sure that it's itemized with procedure codes.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] Or some type of, you might see it as a CPT code, um, we will need codes on there.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And sometimes you have to ask for that they don't always give you that one, so she will need to send those in.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] And then, um, let me see.
[AGENT][NEUTRAL] Any itemized receipts if she had to say go to um if she needed to go out and use the hotel because it was too far away, she'll need uh the receipt for that.
[AGENT][NEUTRAL] And then let me think of what else. Um, and does she have a primary insurance carrier?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, um, we will also need her explanation of benefits, or you might see it written as an EOB.
[AGENT][NEUTRAL] You will want to send that in with the claim as well.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Well she needs to download. Is there any way they could mail her the forms she needs?
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] Yeah, yes, we should be able to mail you those forms. Is the address that we have on file OK?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] The [PII], yes.
[AGENT][NEUTRAL] Yeah, OK, um, expect that, um, and it probably won't get to you until next week because we will have to send that out uh through the mail. It's going to take some time to get to you. Is that OK?
[CUSTOMER][NEUTRAL] That's fine. We'll have uh everything she need, right?
[AGENT][NEUTRAL] Right and whenever we send you that form it will have a list of everything that she needs on there.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, that'll be fine.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You heard that? OK, that'll be fine if you would do that for us.
[AGENT][NEUTRAL] OK, and is there anything else I can help you with?
[CUSTOMER][POSITIVE] That'll be it. I appreciate all your help.
[AGENT][POSITIVE] Great. Thank you so much for calling ATL and I hope you have a great day.
[CUSTOMER][NEUTRAL] And you too. Bye-bye.
[AGENT][NEUTRAL] Bye.