AccountId: 011433970860
ContactId: 9a098cad-bdbe-47c9-bd84-342ad83b60e0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 297619 ms
Total Talk Time (AGENT): 109111 ms
Total Talk Time (CUSTOMER): 146298 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/29/9a098cad-bdbe-47c9-bd84-342ad83b60e0_20250129T17:02_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Thank you for calling and APL this is [PII] how may I help you?
[CUSTOMER][NEUTRAL] Uh, [PII], this is [PII], did you say [PII]?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, this is [PII]. Um, I'm, I had called about 2 weeks ago. I need to catch up on my, uh, wellness clients, and my question is, uh, she sent me the new form, uh, for this.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] And I think I have 22, 23, and 24 for and I'm going to, I'm going Friday for my mammogram this so these are gonna all be mammograms. So can you tell me what all I'm looking at this form? Do I have to have an explanation of benefits or anything like that when I fill it out?
[AGENT][NEUTRAL] OK, um, Ms. [PII], I'm, um, I'm gonna be able to help you with your claim. First, can I get your call back number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] Yeah,
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, ma'am. And then what is your policy number?
[CUSTOMER][NEUTRAL] Oh my gosh, let me go back in the back, hold on, mm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, policy number is 927502.
[AGENT][NEUTRAL] OK. Let me look your policy up real quick.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, Ms. [PII], for security reasons, can you please verify your date of birth for me?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] Thank you ma'am and then I'll also need your address, phone number and email address that we have on the policy for you.
[CUSTOMER][NEUTRAL] OK, and I don't use that email address any more than I have to. My uh uh my, my address is [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And then what is the email address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and then the number that you gave me in case we're disconnected, is that your cell phone number?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] That's my cell phone and I do not have a phone, uh, uh, a house phone anymore.
[AGENT][POSITIVE] OK alright thank you so much I appreciate you verifying all the information for me so that I can help you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, so when you fill in, when you send in your claim form, you're going to need the itemized statement from the uh doctor's office that you go to.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] That has the procedure code and the diagnosis on it.
[CUSTOMER][NEUTRAL] So I've got, so my primary doctor, I can get that from him.
[AGENT][POSITIVE] Yes, ma'am, you can.
[CUSTOMER][NEUTRAL] OK. OK.
[CUSTOMER][NEUTRAL] And so I need the date, the date that it was or, well, I guess I would have it on there. I don't know if he would.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Mhm. They'll have, yes, they should have that for you.
[CUSTOMER][NEUTRAL] They should
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, so, alright, let me write this down, honey right quick. I just had to come back to the front. Hold on just a second.
[AGENT][POSITIVE] Absolutely, yes, ma'am. I'll wait for you.
[CUSTOMER][NEUTRAL] Date of service.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] And I can't get that from, I get that from where I'm going tomorrow Friday.
[AGENT][POSITIVE] You should be able to get it from your physician, yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, and, and what else? I, I'm sorry.
[AGENT][NEUTRAL] It's it's the itemized statement.
[AGENT][NEUTRAL] And it has your diagnosis code and procedure codes on it.
[CUSTOMER][NEUTRAL] And that doesn't come from, I'm gonna ask you again, that doesn't come from uh Monroe surgical, it comes from, so he has a copy of it is what you're saying after I've gone.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, OK, OK, that's it, that's what I need to know. And then does he have to sign it or do I sign it? I sign it, right?
[AGENT][NEUTRAL] OK, yes ma'am.
[AGENT][NEUTRAL] Right, you sign it if it was done for you.
[CUSTOMER][POSITIVE] OK, OK, thank you so much I appreciate your help.
[AGENT][POSITIVE] You're, you're so welcome, Ms. [PII]. I hope you have a good visit at the doctor's office and we appreciate you being an APL customer and calling us today.
[CUSTOMER][POSITIVE] Thank you so much for your time and help.
[AGENT][POSITIVE] You're welcome, ma'am. Bye-bye.
[CUSTOMER][NEUTRAL] Bye-bye.