AccountId: 011433970860
ContactId: a5663857-6023-42ae-80c4-eae1835321d6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 198199 ms
Total Talk Time (AGENT): 78721 ms
Total Talk Time (CUSTOMER): 97492 ms
Interruptions: 5
Overall Sentiment: AGENT=0.6, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/13/a5663857-6023-42ae-80c4-eae1835321d6_20250513T20:52_UTC.wav
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[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Do
[CUSTOMER][NEUTRAL] Hello?
[AGENT][POSITIVE] Yes ma'am, good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Yes, I need to put, um, some multiple claims in. Uh, Quest Diagnostic is having a hard time sending you the billing.
[AGENT][NEUTRAL] OK, and so you're want to know how to submit a claim?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, and your name is?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And Ms. [PII], do you have the policy number?
[CUSTOMER][NEUTRAL] I'm gonna try I'm driving right now.
[CUSTOMER][NEUTRAL] 023.
[CUSTOMER][NEUTRAL] 7
[CUSTOMER][NEUTRAL] You do find my social?
[AGENT][NEUTRAL] OK, give me one moment. What's your social?
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. OK, one moment.
[AGENT][NEUTRAL] OK, and Ms. [PII], verify your date of birth, mailing address and email address, please.
[CUSTOMER][NEUTRAL] Sure, it's [PII], [PII], [PII] and um email is [PII].
[AGENT][NEUTRAL] OK, thank you. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. Uh, what we will need is the itemized bill showing the diagnosis and procedure codes and the primary insurance explanation of benefits for the data service you're filing for.
[CUSTOMER][NEUTRAL] It.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] OK, and what if they're not able to give me an out of my bill cause I've been asking, asking them for this, and they said that they're not able to give it to me.
[AGENT][NEUTRAL] I'm sorry, that's needed in order for us to process the claim. We do need billing showing diagnosis and procedure codes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Absolutely.
[CUSTOMER][NEUTRAL] OK, um, is there any way you can email me all the information that I need to know?
[AGENT][NEUTRAL] I'm sorry, say that one more time.
[CUSTOMER][NEUTRAL] Would you be able to email me all the information that I need to know?
[AGENT][NEUTRAL] Uh yes, ma'am. I can email you the claim form and on the form, uh, too is verification as well. It does have instructions on what information we would need in order to process, but I can definitely email that to you. And that's [PII], correct?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] OK. And is there anything else I can assist you with today, Ms. [PII]?
[CUSTOMER][NEUTRAL] No, not at this time.
[AGENT][POSITIVE] OK. Uh, thank you for calling APL. You have a great rest of your day.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][NEUTRAL] Mm bye.