AccountId: 011433970860
ContactId: a5609fe3-a3ca-4a32-8d93-f8fb8578d362
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 392839 ms
Total Talk Time (AGENT): 193917 ms
Total Talk Time (CUSTOMER): 104843 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=-0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/09/a5609fe3-a3ca-4a32-8d93-f8fb8578d362_20250609T17:49_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, ma'am. I want to ask about our claim.
[AGENT][NEUTRAL] OK, we're just needing to check on a claim?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, uh, was this for your individual policy or are you with a provider?
[CUSTOMER][NEUTRAL] Uh, what's that mean?
[AGENT][NEUTRAL] Oh, is this, uh, a claim that you filed for yourself?
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, yeah, um, so that would be for your individual policy, um, what was your name?
[CUSTOMER][NEUTRAL] Uh, it's my husband's name [PII].
[AGENT][NEUTRAL] OK, uh, what was your name please just so I know who I'm speaking with?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Not yet. OK, got it.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you. uh, [PII], can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Uh.
[AGENT][NEUTRAL] OK, thank you and then do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, it's 243.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] 6646.
[AGENT][NEUTRAL] 664-6. Alrighty one moment.
[AGENT][NEUTRAL] OK, and you did say this was for [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's see, do you happen to have that claim number or the date of service for this claim?
[CUSTOMER][NEUTRAL] Uh, it's [PII].
[AGENT][NEUTRAL] [PII]. OK, let's see, just gonna verify some information really quick, uh, [PII], can I get your date of birth please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and then can I get your mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect. OK, thank you so much for verifying all of that. OK, so the day that you gave me the um [PII], that was the date of service that he received treatment, is that correct?
[CUSTOMER][NEUTRAL] No, that the date of the claim.
[AGENT][NEUTRAL] That was when you submitted the claim?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, um, let's see if I can find it. Give me just a moment.
[CUSTOMER][NEUTRAL] But I
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] You can find it from the policy number?
[AGENT][NEUTRAL] Um, I have the policy pulled up here. Um, uh, so we've received two claims, uh, for Tauric. Let me see. One was for the date of service.
[CUSTOMER][NEUTRAL] One for Tariq, one for Nadia.
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] Both of us, uh, one, for Tariq, one for Nadia.
[AGENT][NEUTRAL] OK, OK, so the.
[CUSTOMER][NEUTRAL] And his name because he's the holder.
[AGENT][NEUTRAL] Right, OK, so, um, I've got one for him that was from, uh, [PII] was when we received it, um, looks like there were multiple dates of service, um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] That was, let's see, [PII].
[AGENT][NEUTRAL] And then [PII] [PII], uh, do you want me to just check on all of this for you?
[CUSTOMER][NEUTRAL] Yes, yes.
[CUSTOMER][NEUTRAL] No, I have the copy of it.
[AGENT][NEUTRAL] Of the claim.
[CUSTOMER][NEUTRAL] But I need to know what happened.
[AGENT][NEUTRAL] Sure, OK, so I will say for this particular claim that I'm looking at all of the dates of service and the items listed, uh, we are missing um the itemized statement that showed diagnosis codes so with that you can go to uh or give a call wherever it was that he received treatment um I would just give them a call honestly and let them know that you need the itemized statement that shows diagnosis codes. Yes.
[CUSTOMER][NEUTRAL] How long would that.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Ma'am, each time I call, they told me the same. I brought the information and faxed them. I faxed them to you.
[AGENT][POSITIVE] You did OK.
[AGENT][NEUTRAL] Let me take a look so I do have one other claim information that was received that was.
[CUSTOMER][NEUTRAL] And I
[AGENT][NEUTRAL] [PII] of this year, does that sound right to you?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, let's take a look here.
[CUSTOMER][NEUTRAL] We send, yeah, we send it by mail, we send it by email for you. And I said the itemized bill with ICD tail for you by fax.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] You OK, you did fax it. You did not, um, send it as an email correct?
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEGATIVE] No, fax it. They told me you can't accept the email.
[AGENT][POSITIVE] You did, thanks.
[AGENT][NEUTRAL] Right, that's correct. OK, so for this it doesn't look like it was received so let me verify the fax number that you have uh let me know when you're ready and I can give you that correct one.
[CUSTOMER][NEUTRAL] Uh, the fax number, it's [PII].
[AGENT][NEUTRAL] That's correct, yes, OK, so I'm sure sorry you're having trouble with that.
[CUSTOMER][NEUTRAL] That's what I send the information for.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Yours, you did say that um you have claimed that uh we needed to check on as well, right?
[CUSTOMER][NEUTRAL] I can't hear you, your sound is uh
[AGENT][POSITIVE] Oh, I'm sorry.
[CUSTOMER][NEGATIVE] Not, not clear.
[AGENT][NEUTRAL] Uh oh hang on, is that any better?
[CUSTOMER][NEGATIVE] No, ma'am, you, I can't hear you good.
[AGENT][NEUTRAL] Can you hear me OK, [PII]?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, uh can you hear me any better now?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, OK, so I was just wanting to confirm we are needing to check for uh you had submitted claim information as well so let me check on yours to see if we that information.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] I try.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] That information.