AccountId: 011433970860
ContactId: a557cc98-4b43-48cc-8e6b-46e472d1f560
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 486339 ms
Total Talk Time (AGENT): 226584 ms
Total Talk Time (CUSTOMER): 168709 ms
Interruptions: 2
Overall Sentiment: AGENT=0.9, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/01/a557cc98-4b43-48cc-8e6b-46e472d1f560_20250501T13:04_UTC.wav
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[AGENT][NEUTRAL] And thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I, uh, sent some additional information on the claim.
[CUSTOMER][NEUTRAL] And I just realized I sent in surgeon's notes um for a date that I haven't submitted the bill yet because I don't have it in.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh, OK. All right. So you've submitted some additional information for a claim, but it wasn't exactly what you needed to submit for this claim?
[CUSTOMER][NEUTRAL] Right. Half of it was and half of it was, so, um, I can, I can give you uh my social and the claims for my husband.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so who am I speaking with first off?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and Miss [PII], what is a good callback number for you?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And the, do you have the policy number?
[CUSTOMER][NEUTRAL] Oh, I can, let me see, I can't think I can look that up. It's in the other room.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] All this cancer stuff, I, I get confused. I thought, oh, I, I know what I need, so I'll go ahead and get the surgeon's notes because they're gonna ask me for them, and I didn't think about it. I just uploaded everything because I don't have the other billing yet. I'll get it next week. OK, policy number.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Working on my client form.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Are you the policy holder, Ms. [PII]?
[CUSTOMER][NEUTRAL] Yes, OK, it is.
[AGENT][NEUTRAL] OK, I can look at, I was gonna say, I could look it up with your social, if that's easier, but I mean.
[CUSTOMER][NEUTRAL] Here.
[CUSTOMER][NEUTRAL] I just found it.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. Give me just a moment while I get your information pulled up.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, Miss [PII], I will have to verify several things with you for security purposes and any information provided is a verification of benefits and not a guarantee of payment. So if you'll first verify your date of birth and then your husband's name and his date of birth.
[CUSTOMER][NEUTRAL] OK. [PII]. [PII], [PII].
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Thank you and your home mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. The phone number we have for you is the same as the one you gave me, so that is your best contact number that we should have, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, thank you and lastly your email address.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. All right, so let's see.
[AGENT][NEUTRAL] So I can see that yes ma'am we did get an upload that was done on yesterday.
[AGENT][NEUTRAL] So what I can do, Miss [PII], is I can make a note. I mean anything that we receive, you know, will get reviewed so it's going, you know, it may say that.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEGATIVE] We're missing this or whatever. I can't tell you exactly what the remark will read, but I will make a note that the information that was uploaded on [PII] is incomplete.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Is that correct?
[AGENT][NEUTRAL] That part of
[CUSTOMER][NEUTRAL] Yeah, so I submitted, yes, as part of it. I submitted surgeon's notes for March, um.
[CUSTOMER][NEUTRAL] Let me see that [PII] which y'all requested.
[CUSTOMER][NEUTRAL] So you could see that it was for cancer and then.
[AGENT][NEUTRAL] Alright
[CUSTOMER][NEUTRAL] He had another procedure [PII] and I submitted those too, but I don't, I haven't submitted the bill yet for that.
[AGENT][NEUTRAL] All right, so hold on one second. OK, so sir, OK. So for the [PII], the surgeon's bill was uploaded?
[CUSTOMER][NEUTRAL] Cause
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Is that right?
[CUSTOMER][NEUTRAL] Yes, in the previous thing, yes, and y'all ask for more information, uh, the surgeons, the surgeon's notes were uploaded yesterday.
[AGENT][NEUTRAL] Yesterday.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, and you also uploaded.
[CUSTOMER][NEUTRAL] Y'all, y'all had the bill last week.
[AGENT][NEUTRAL] Partial information.
[CUSTOMER][NEUTRAL] And also, right, right. Right.
[AGENT][NEUTRAL] Right, for data service. What was that again?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] She, OK.
[AGENT][NEUTRAL] And then you said that you will not have the rest of the information for the [PII] until next week?
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] And when I upload next week if you, if you think I need to do a new claim form and put all that together I could do that.
[AGENT][NEUTRAL] Right. So that will be the surgeon's bill, correct? That you should have next week?
[CUSTOMER][NEUTRAL] Yeah, and the hos the surgeon's bill and the hospital bill for that for [PII].
[AGENT][NEUTRAL] Right, OK.
[CUSTOMER][NEUTRAL] I haven't submitted those yeah.
[AGENT][NEUTRAL] This
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] I'm just putting a note so that when the examiner does review, um, they'll they'll just see this. So I wanna make sure that I have this correct. So for the [PII] data service you did upload the surgeon's bill, but you also uploaded partial information for data service for [PII] and that you will be uploading the rest of the information for Data Service 418 next week.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Which will include the surgeon's bill and hospital bill because you have not received those yet for data service for 18. OK. So they'll just be able to see that. So there's no harm in what you did, but, you know, the information will still get reviewed.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] But they'll be able to see this note.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alright, and it's, and I'll just upload that as soon as I get it. I want as soon as I did it, I'm like, oh man.
[CUSTOMER][NEUTRAL] I
[AGENT][POSITIVE] That's OK. Trust me, but that's, there's nothing wrong with that, and that happens a lot. Or people will upload, you know, or submit an explanation of benefits that doesn't go with the data service that they were sending. So yes, there's no, no harm, no foul in that, Ms. [PII]. No worries.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] OK, good. OK, alright, thank you so much.
[AGENT][POSITIVE] OK. Well, you are certainly very welcome. And is there anything else I could help you with this morning?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] No, that's it.
[AGENT][POSITIVE] OK. Well, thank you for calling APL and I hope you have a very nice day.
[CUSTOMER][POSITIVE] Thank you. You too.
[AGENT][POSITIVE] Yes, ma'am. Thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.