AccountId: 011433970860
ContactId: 9a76c42a-214b-46ec-a171-e9d2cb0ab291
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 936539 ms
Total Talk Time (AGENT): 227664 ms
Total Talk Time (CUSTOMER): 358446 ms
Interruptions: 0
Overall Sentiment: AGENT=-0.1, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/16/9a76c42a-214b-46ec-a171-e9d2cb0ab291_20250416T18:29_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Or
[CUSTOMER][NEUTRAL] Yes, hi, um, I'm calling about my son [PII] and [PII]. He had a bill, um.
[CUSTOMER][NEUTRAL] From Newors and when they took the insurance they accepted it and then I got the bill so then.
[CUSTOMER][NEGATIVE] When I contacted customer service and they said to give them an itemized bill.
[CUSTOMER][NEUTRAL] Which I did and I'm just waiting on like.
[CUSTOMER][NEUTRAL] On, on the results, like, because it's been over a month.
[AGENT][NEUTRAL] OK, so do you have your policy number? I can take a look.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yes, it's um.
[CUSTOMER][NEUTRAL] I have the number.
[CUSTOMER][NEUTRAL] Number
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 682-540-623
[AGENT][NEUTRAL] Right, so just to confirm, you said 682-540-633?
[CUSTOMER][NEUTRAL] 540623
[AGENT][NEUTRAL] 623.
[AGENT][NEUTRAL] Do you have the card in front of you?
[CUSTOMER][NEUTRAL] I do.
[AGENT][NEUTRAL] Is there any sort of like certificate number?
[CUSTOMER][NEUTRAL] Are you're not finding the number like.
[AGENT][NEGATIVE] It didn't come up with that number, no.
[CUSTOMER][NEUTRAL] 682-540-623.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] What do you mean by certificate like.
[CUSTOMER][NEUTRAL] Um, I like, I no longer have this insurance, but I.
[AGENT][NEUTRAL] Were you the uh primary on it at the time when it was active?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] I was.
[AGENT][NEUTRAL] OK. What's your last name?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And [PII], [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] First name?
[CUSTOMER][NEUTRAL] First name [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, let me try my name.
[AGENT][NEUTRAL] And just to confirm, your last name is spelled [PII].
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] I'm sorry to cut you off. Uh, it's [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] As in [PII]
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Does it start with a [PII]?
[CUSTOMER][NEUTRAL] No, it starts with a.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Do you live in the state of [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. What is your date of birth and full address, please?
[CUSTOMER][NEUTRAL] Date of birth is [PII]. Date of address is I'm sorry, [PII].
[AGENT][NEUTRAL] OK, so who is the claim for which um dependent?
[CUSTOMER][NEUTRAL] My son, [PII] and [PII].
[AGENT][NEUTRAL] OK, did they give you a claim number?
[CUSTOMER][NEUTRAL] Um, well, I already like contacted a, a lady who was responsible for me to submit the um itemized bill and I did.
[CUSTOMER][NEGATIVE] And this was over a month ago, so now I'm just waiting for the response and they gave me this number to contact.
[AGENT][NEUTRAL] OK. So,
[AGENT][NEUTRAL] business workers of America.
[AGENT][NEGATIVE] Because I don't show that we've ever gotten an itemized bill.
[CUSTOMER][NEUTRAL] Yeah, I have the email and um well you know she tells me thank you I got it because I, I confirmed if she received it or not. She said she did. I have her name.
[AGENT][NEUTRAL] When you submitted the itemized receipt, did you send it to their email? Did you fax it to them?
[CUSTOMER][NEUTRAL] I emailed them.
[AGENT][NEUTRAL] At the [PII].
[CUSTOMER][NEUTRAL] Um, one second, um.
[AGENT][NEUTRAL] Ah
[CUSTOMER][NEUTRAL] I'm sorry, can you, um, so.
[CUSTOMER][NEUTRAL] The person that they told me over the phone was to [PII], yeah, and the person that responded back, her name was [PII].
[AGENT][NEUTRAL] OK, and you reached out to her already and she said that they've sent it to us?
[CUSTOMER][NEUTRAL] Uh, she said it was confirmed that she received the forms and then that was her job to send it to you, and this was, uh, [PII].
[AGENT][NEUTRAL] Yeah, because I don't see that we've received anything additional. We have the initial claim that was filed asking for the itemized statement with diagnosis codes, but there's been no other received documents since [PII].
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Trying to see if the email, OK, so um.
[CUSTOMER][NEUTRAL] Yeah, so then [PII] she emailed me saying I got it filed. Thank you.
[AGENT][NEUTRAL] Yeah, she, the claim was filed, but it was denied needing an itemized statement with diagnosis codes.
[CUSTOMER][NEUTRAL] Yeah, well, yeah, because I, I emailed her, so can I, is there a possibility I can email it to you right now as we're speaking, and can you let me know if you received it or not?
[AGENT][NEGATIVE] We unfortunately don't accept claim information via email. It's not secure enough.
[AGENT][NEUTRAL] So the only way we receive documentation is via fax or we have an online service center.
[CUSTOMER][NEUTRAL] Um, well, why did you tell me that before? I feel like everyone's giving me this information. Like I, I've been contacting her for over a month. I wasn't, she said to email us like, and I think she said to email it through Google or something like that.
[AGENT][NEUTRAL] Right, but your claim your claim information is going to that group Business Workers of America, and then she is submitting that claim to us on your behalf.
[CUSTOMER][NEUTRAL] Which I did.
[AGENT][NEUTRAL] You can cut out the middleman of Business workers of America and just fax us the document, but when you're emailing that claim information, that's going to them. It's not coming to us. They're then forwarding it on to us.
[CUSTOMER][NEUTRAL] OK, alright, so I'll just go ahead and fax it today. Can I have the correct information who to fax um attention to?
[AGENT][NEUTRAL] So Mark attention to claims.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And the fax number is
[AGENT][NEUTRAL] Uh, the fax number is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII] 3.
[CUSTOMER][NEUTRAL] [PII] 3.
[AGENT][NEUTRAL] And also right on there the claim number and the policy number. I'll give you both of those.
[CUSTOMER][NEUTRAL] Hello
[CUSTOMER][NEUTRAL] Claim number is
[AGENT][NEUTRAL] 357.
[CUSTOMER][NEUTRAL] 357.
[AGENT][NEUTRAL] 583 4.
[CUSTOMER][NEUTRAL] 583 4.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So, 357-583-4.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then the policy number.
[AGENT][NEUTRAL] Is 024.
[CUSTOMER][NEUTRAL] 024
[AGENT][NEUTRAL] 809.
[CUSTOMER][NEUTRAL] 809.
[AGENT][NEUTRAL] 03.
[CUSTOMER][NEUTRAL] 0. Now is this a policy for the insurance?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh huh. 02480902 um I noticed that the policy number doesn't say on my card um.
[CUSTOMER][NEUTRAL] Do you think this might be a reason that that.
[CUSTOMER][NEGATIVE] The billing, the department would have a hard time.
[CUSTOMER][NEUTRAL] Submitting information.
[AGENT][NEUTRAL] Mm, I mean, it shouldn't be an issue as far as
[AGENT][NEUTRAL] No, I don't think that that, like I said, I don't see that any other claims have even been filed, so.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Perfect
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Did you need me to check on anything else for you today, ma'am?
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] So I have to build some lab group and when I called a different number they said they don't have.
[CUSTOMER][NEUTRAL] They don't have the um
[CUSTOMER][NEUTRAL] They never got those bills, so should I contact Labor?
[CUSTOMER][NEUTRAL] Regarding this?
[AGENT][NEUTRAL] Yeah I mean if they haven't submitted a claim they can always contact us as far as information on where to submit claims.
[CUSTOMER][NEUTRAL] OK, um,
[CUSTOMER][NEUTRAL] Can I just have the exact place for them to submit the claim? Is it the same information that you gave me?
[AGENT][NEUTRAL] Yeah, so that's a good fax number that I gave you, that's they can use that, that's valid for anybody submitting a claim.
[CUSTOMER][NEUTRAL] And how about the policy, should I tell them the same policy number?
[AGENT][POSITIVE] Yeah, you can give them that policy number, absolutely.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right. Um,
[CUSTOMER][NEUTRAL] And um would this be the fastest way to get this resolved?
[AGENT][NEUTRAL] Yeah, I mean at this point I would just submit that and go ahead and do that instead of waiting for BWA to submit it on your behalf, yes.
[CUSTOMER][POSITIVE] OK, I'll do that thank you so much.
[AGENT][POSITIVE] You're welcome. Have a good day.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye-bye.