AccountId: 011433970860
ContactId: a3889d10-d0ca-4e5a-8f32-4337cbdfd999
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 813260 ms
Total Talk Time (AGENT): 207733 ms
Total Talk Time (CUSTOMER): 444233 ms
Interruptions: 4
Overall Sentiment: AGENT=0.4, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/14/a3889d10-d0ca-4e5a-8f32-4337cbdfd999_20250314T21:10_UTC.wav
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[AGENT][POSITIVE] Good afternoon thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, yes, my name is [PII], and I'm trying to file a claim with American Public Life for my husband.
[CUSTOMER][NEUTRAL] And he had a wound care that we had to take care of him. And I asked if they send me the charges to send to you. And they said the way that they do it is you have to call them and request it.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So can I give you their name and number and have you request the file, which is kind of strange because everything else I'm filing for my husband, I haven't gotten together yet.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Mhm, um, let's see what we can do, but that's how it usually works. Um, so, um, let me have a callback number just in case we get disconnected.
[CUSTOMER][NEUTRAL] I know.
[CUSTOMER][NEUTRAL] OK, it's [PII] and [PII] passed away last April.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] It is like pulling teeth to get files from the offices.
[CUSTOMER][NEUTRAL] You have to go through so much paperwork just to get their paperwork.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Oh, gotcha.
[CUSTOMER][NEUTRAL] I mean it is that I hope there's not a time limit on this filing with you.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] For filing with us, there's no timely filing limits, no. Um, let me go ahead and see, um, one moment.
[CUSTOMER][NEUTRAL] OK, yeah.
[CUSTOMER][NEGATIVE] Or if you could call, call them and straighten them out. I tried to, I told them it's a private insurance, it's cancer insurance. It's, you file it to the, you would pay it to the patients, not to them. I have a zero balance there. I don't know why I can't get the paperwork charges from them sent to you.
[AGENT][NEUTRAL] Do you have the policy?
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Mhm. OK. Um, do you have the policy number?
[CUSTOMER][NEUTRAL] I don't
[AGENT][NEUTRAL] You don't. OK. Uh.
[CUSTOMER][NEUTRAL] I should write that down.
[AGENT][NEUTRAL] OK. What is the spelling of the last name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and the spelling of the first name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] And I'll take that policy number down when you look it up because I, I don't want to put you through that again.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Hm
[AGENT][NEUTRAL] And you said the last name is [PII]
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Do you know, do you happen to know the social?
[CUSTOMER][NEUTRAL] I do.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let me think, [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] He was an agent of American public life.
[AGENT][POSITIVE] Thank you
[AGENT][NEUTRAL] OK, Miss, um, [PII], and can you verify your date of birth for security?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and the
[AGENT][NEUTRAL] OK, and the mailing address on file.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, so this is regarding this uh cancer policy.
[AGENT][NEUTRAL] OK, um.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Let's try this. Um, I'm pretty sure they're gonna want you on the line because, um, due to security they can, yeah, they're supposed to give me information so I don't know we'll see.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] Um, OK, uh.
[CUSTOMER][NEUTRAL] I mean
[AGENT][NEUTRAL] What is the phone number?
[CUSTOMER][NEUTRAL] OK, it's [PII] and it's [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII] and then we wanna go to number 5.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right. OK. So I'm gonna do a three-way call, but I'm gonna keep you in the line. When they answer, I need you to explain to them why I'm in the line.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so, um, yeah, because um they don't usually speak to another insurance, so I'm not sure, but yeah, let's let's do this.
[CUSTOMER][NEUTRAL] The whole thing is crazy and especially that scene and I paid them.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mm, mhm.
[CUSTOMER][NEGATIVE] There's no there's no balance there, so I don't know why I can't get my records.
[AGENT][NEUTRAL] Yeah, OK, let's try this. I'm gonna put you on a brief hold and then I'm gonna go ahead and bring you right back to the line with us, OK, one moment.
[CUSTOMER][NEUTRAL] And what is your name again?
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][POSITIVE] So, OK, thank you so.
[AGENT][NEUTRAL] You're welcome, one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] You have reached Personic Health Wound Care at Personic. Our goal is to improve access to advanced wound care and enhance your quality of life. To speak to a representative, please listen.
[CUSTOMER][POSITIVE] Thank you for calling Personic Health Wound Care.
[CUSTOMER][NEUTRAL] This call is being recorded.
[CUSTOMER][NEUTRAL] Please hold for the next available. Hi, thank you for calling. This is Health Wound Care. Can I have your name?
[CUSTOMER][NEUTRAL] Yes, my name is [PII] and I called in this morning.
[CUSTOMER][POSITIVE] To get um oh, my husband was, uh, I was a patient of yours.
[CUSTOMER][NEUTRAL] And I was calling him to get the charges for his service, um, and I needed to have that sent to my cancer insurance which is American Public Life.
[CUSTOMER][NEUTRAL] And you all set OK one moment.
[CUSTOMER][NEUTRAL] Give me one moment, ma'am. Let me pull up the patient's account here real quick so that um yeah, we'll make sure that we are in the, yeah, right page. You said this is for Mr. [PII], and can you also verify their date of birth?
[CUSTOMER][NEUTRAL] His date of birth is [PII].
[CUSTOMER][NEUTRAL] Perfect. And you said that you wanted to have the um charges sent directly to your insurance. Is that correct?
[CUSTOMER][NEUTRAL] Well, I asked to have it sent to me but.
[CUSTOMER][NEUTRAL] Um, am I not able to get that?
[CUSTOMER][NEUTRAL] Um, yes, ma'am. Actually, we already followed up with our team and as per.
[CUSTOMER][NEUTRAL] Yeah, as of the moment we haven't received any update from them yet, but we already follow up with them. Um, I'm not sure if we can receive an update from them on Monday, but I can also give you a call back to let you know.
[CUSTOMER][NEUTRAL] OK, so when you get his records, where are you planning on sending them?
[CUSTOMER][NEUTRAL] Um, on the email that you have provided.
[CUSTOMER][NEUTRAL] Um, OK, give me one second, let me check.
[CUSTOMER][NEUTRAL] Yeah, so our team um already followed up with our billing department and they said.
[CUSTOMER][NEUTRAL] Um, as per communication here, um, I'm sorry, the wife requested the charge to be sent via email or regular mail. And the email that you have provided is the [PII].
[CUSTOMER][POSITIVE] OK, so I'll be looking forward to getting those then.
[CUSTOMER][NEUTRAL] OK, great. And yes, ma'am, aside from this one, is there anything else that you want me to relay or to check?
[CUSTOMER][NEUTRAL] No, that'd be fine as long as I'm gonna get those records and it shows the amount, the charges for that is what I was needing.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK, ma'am, no worries. um I can also, um, add that information to the chat, um, the chat box so that we can relay the information to the team. So just the list of the charges.
[AGENT][NEUTRAL] Hm
[AGENT][NEUTRAL] Yes, Ms. [PII], um.
[CUSTOMER][NEUTRAL] I'm sorry, go ahead.
[AGENT][NEUTRAL] Yeah, we need the, the fully itemized bill. That's what we're looking for. The fully itemized bill with the diagnosis codes, procedure codes, and charge amounts.
[CUSTOMER][NEUTRAL] Give me a moment, ma'am. You said the fully itemized bill with diagnosis codes.
[AGENT][NEUTRAL] With
[AGENT][NEUTRAL] Diagnosis cos, procedure codes, and charge amounts.
[CUSTOMER][NEUTRAL] Procedure codes and charged amount.
[AGENT][NEUTRAL] Mhm, yes.
[CUSTOMER][NEUTRAL] OK, alright, so I got it fully itemized deal with diagnosis codes, procedures, and charge amount. Alright. And aside from this one, is there anything else?
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] No, that'll be all thank you.
[CUSTOMER][POSITIVE] All right. You're very much welcome. I'll just give you a call back um when we receive an update from our bidding department because we, yeah, we can just um follow up through email, but we'll make sure that you uh we'll give you an update once we receive any feedback or update from them. All right? Perfect. Thank you so much.
[CUSTOMER][POSITIVE] You're very much welcome Miss um [PII], and you have a wonderful day now. Thank you, bye. Bye bye. Are you still there? So are you still there? That was totally different, different person for this morning. OK, but you know [PII] always just told me to send in the amount, so I don't know if all the records that I'm gonna send to you are gonna be what you want because I just asked for the the charges.
[AGENT][NEUTRAL] Yes, I'm here. Yes, yes, I'm here. Let's see.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Oh, OK. Yeah, uh, what I told her just now, I think should be enough um if they send a fully itemized bill with the procedure codes, diagnosis code, and charge amounts, that, that's exactly what we're gonna need.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] OK, I wrote down itemization procedure code.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Diagnosis code and charge amounts.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] And charge a month, OK, see, I asked for just charges. I hope they all send in because he's we've got 12 different.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oh
[CUSTOMER][NEGATIVE] Of facilities that I've been contacting now they're really hard this morning the girl said that she wouldn't send it to me. I didn't say anything about that to this girl because I didn't wanna go there, but yeah, I'll have to call all the others and make sure they send me itemizations, diagnostic codes and procedure codes along with the charges.
[AGENT][POSITIVE] Oh wow.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, that's it. Mhm.
[CUSTOMER][NEUTRAL] Oh God, and see, I, I, I've done insurances before and I, I knew all that, but [PII] said, no, all you need is this, you, uh.
[AGENT][NEUTRAL] So,
[CUSTOMER][NEUTRAL] The charges, so
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Oh, yeah.
[CUSTOMER][POSITIVE] He thought he knew everything, so, all right, thanks I appreciate it. I'll get things in as soon as I'm trying to send it all together so it's not confusing for y'all.
[AGENT][POSITIVE] Exactly. You're welcome.
[AGENT][NEUTRAL] OK, that's fine. Yeah, it's fine. Whenever you get it ready and you're ready to send it, you can, and there's no familyly filing limits, so you don't have to rush.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm. You're welcome, Ms. [PII]. Is there anything else I'm gonna help you with today? Any other questions, concerns? No, OK.
[CUSTOMER][POSITIVE] All right, I appreciate it. Thank you so much.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][POSITIVE] No, I, I appreciate it thanks.
[AGENT][POSITIVE] You're welcome. Have a good afternoon.
[CUSTOMER][NEUTRAL] Bye now.
[AGENT][NEUTRAL] Goodbye.
[CUSTOMER][NEUTRAL] [PII] just dropped another nickname for one of his political opponents, and this might be the best one yet.