AccountId: 011433970860
ContactId: 985eb4ca-d8eb-4bdf-9698-e4b4b8c571e1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 477929 ms
Total Talk Time (AGENT): 274737 ms
Total Talk Time (CUSTOMER): 163536 ms
Interruptions: 3
Overall Sentiment: AGENT=0.4, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/25/985eb4ca-d8eb-4bdf-9698-e4b4b8c571e1_20250425T14:15_UTC.wav
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[AGENT][POSITIVE] Thank you for calling American Public Life. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I had submitted a claim on my gap plan.
[CUSTOMER][NEUTRAL] And I got, it said it was processed and I was reading it and it said that I needed to submit um and let me have it open, let me read it so I don't.
[CUSTOMER][NEUTRAL] Read it or they're saying it wrong.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] I can pull it up and see what we requested. Could I get your name?
[CUSTOMER][NEUTRAL] OK. Yeah, my name is [PII].
[AGENT][NEUTRAL] And [PII], if I could get a callback number for you.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and what is your policy number with us?
[CUSTOMER][NEUTRAL] Um, my policy number is 0243.
[CUSTOMER][NEUTRAL] 2939
[AGENT][NEUTRAL] If you could verify your date of birth and.
[AGENT][NEUTRAL] Your mailing address please.
[CUSTOMER][NEUTRAL] Um, [PII].
[CUSTOMER][NEUTRAL] And then my mailing address is [PII]. Then I guess I have a question for you while we're here. I did just move. Is there a way to change that while I'm on the phone here?
[AGENT][NEUTRAL] Oh OK.
[AGENT][POSITIVE] Yes, so we can get that updated for you.
[AGENT][NEUTRAL] OK, let's start with the claim. So I see you do have a claim here for, it looks like we have requested the diagnosis code, the ICD 10 code for dates of service, [PII] and [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so that's just they're just requesting like why I got a CT scan, is that what it is?
[AGENT][NEUTRAL] Yes. So, the diagnosis, the ICD 10 code is the description of your illness or sickness. It is a specific code or description that you can, uh, you would need to get from the doctor. Um, they can possibly email it to you, uh, but we will need something.
[AGENT][NEUTRAL] Documented from the doctor's office. Either that or, you know, where you receive the CT scan, they would also have that information. Uh, so what you could do is call them and like I said, the correct terminology you want to say for dates of service, [PII]. Were they related? Was it for, did you have the services, both services were due to the same issue?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, everything's been, so I, I had um testicular cancer. So these have just been follow up appointments. So I, I submitted.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, I did submit a statement that shows when I had like the surgery.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Does that would that work or do I need to get something else?
[AGENT][NEUTRAL] Uh, let me look, let me look and just make sure nothing was overlooked. Um.
[CUSTOMER][NEUTRAL] Like I just submitted that so.
[AGENT][NEUTRAL] Because it is a description.
[CUSTOMER][NEUTRAL] Oh, it wouldn't have been overloaded.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I just did it, so.
[AGENT][NEUTRAL] OK, OK. Oh, you just did it. I can see it here. Let me.
[CUSTOMER][NEUTRAL] Yeah, I just didn't know if that would suffice or if I need to.
[AGENT][NEUTRAL] Let me pull it up and see.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Uh, well, let's see.
[AGENT][NEUTRAL] OK, so what you, what I'm pulling in the system, I'm guessing this is everything. Now these are different dates of service. This is for July.
[CUSTOMER][NEUTRAL] Well, this is when I had the surgery, but I've been having, I have to get follow-up appointments for it every, every 6 months.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Which is what the CT scans are.
[AGENT][NEUTRAL] OK, so it has procedure codes on here, but it does not have your ICD pin code. That's normally not going to be on documents due to privacy. So that is something you would more than likely have to request from the doctor. So, like I said, just uh contact either the doctor that ordered the CT scan or the doctor that performed the CT scan.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And let them know you need your ICD 10 code for dates of service, [PII] and November, I'm sorry, in [PII]. Uh, just to let you know what you sent, well, they're gonna, you know, we will, um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] We will process these charges and maybe ask for the same information. Uh, so, you know, if these charges are not what you're concerned about as far as receiving any kind of payment back, uh, just don't worry about it. Um, but we will need it for those 2024 charges.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK, yeah, I don't think I had a policy in place for that July, so I, I wouldn't expect to get paid for anything.
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Um, on
[AGENT][NEUTRAL] OK.
[CUSTOMER][MIXED] Um, I mean, if I did have a policy in place, I will happily get paid for it. That'd be great, but I don't think so.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK. Um, so yeah, I just, if you can request that information, let them know that you will need it from them, like you can't get it over the phone, so they can email it to you and that way we see like it came from the provider, um, you know, I guess maybe go by and pick it up, just a letterhead from the doctor.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] Uh, or a copy of your claim.
[CUSTOMER][NEGATIVE] Yeah, unfortunately we moved out of state so I'm not uh I'm not close enough to go pick it up.
[AGENT][NEUTRAL] Oh, OK. So they should be able to email that information to you. There should, there shouldn't be any issue with them, um, emailing that to you. So speaking, let's go ahead and get your mailing address, your new mailing address.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yep, um, it's [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And that's [PII].
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] And then the zip code is [PII] uh yep, [PII].
[AGENT][NEUTRAL] OK. And what is that zip again?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]. OK, I have [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yep.
[AGENT][NEUTRAL] OK, I have that update, um, the mailing address update request sent and like I said, I just once you get that information just upload it to the portal.
[CUSTOMER][POSITIVE] Sounds good. Well, I'll, uh, hopefully I'll try to get with them later today when they open. I think they're probably, probably might be a little early for them still.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] No idea, so
[AGENT][NEUTRAL] OK. Well, is there anything else I can help you with?
[CUSTOMER][POSITIVE] Well thank you for your help. I'll get that submitted.
[CUSTOMER][NEUTRAL] Oh, I guess one question if, uh, when I do get that, do I just submit it as a new claim or whatever and then they'll they'll figure out.
[AGENT][NEUTRAL] The same way, yeah, the same way you updated this information, yeah, we will know uh what date it goes to.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Sounds good. All right. Thank you.
[AGENT][POSITIVE] You're welcome. You have a wonderful day. Thank you for calling APL.
[CUSTOMER][NEUTRAL] You too.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] Bye.