AccountId: 011433970860
ContactId: a9f3e8c6-9032-4a5d-91e0-30b655837c5e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 817309 ms
Total Talk Time (AGENT): 237185 ms
Total Talk Time (CUSTOMER): 182044 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/14/a9f3e8c6-9032-4a5d-91e0-30b655837c5e_20250114T16:32_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, um, [PII].
[AGENT][NEUTRAL] I'm sorry, sir, what was your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]. OK.
[CUSTOMER][NEUTRAL] [PII], yeah.
[AGENT][NEUTRAL] Hi
[AGENT][POSITIVE] Thank you sir and um.
[CUSTOMER][NEUTRAL] Sorry
[AGENT][NEUTRAL] What is your call sir?
[CUSTOMER][NEUTRAL] Say that again?
[AGENT][NEUTRAL] Your phone number?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And then what is your policy number?
[CUSTOMER][NEUTRAL] Uh policy number, yeah, one second.
[AGENT][NEUTRAL] Yes, and it might say inpatient cer certification number or or it may say outpatient certification number.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] OK. Policy get 02544684.
[AGENT][NEUTRAL] OK, let me pull in your policy real quick.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Say that again.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII], can I please get you to give me your birthday?
[CUSTOMER][NEUTRAL] Uh, [PII], [PII].
[AGENT][NEUTRAL] Thank you, sir. And then also I'll need for you to give me your address and your email address.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh email address. Uh first name, [PII].
[AGENT][NEUTRAL] Thank you and then the num the phone number you gave me is that your cell phone?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] Yes, thank you.
[AGENT][NEUTRAL] How can I help you?
[CUSTOMER][NEUTRAL] Uh, I received a pill from laboratory.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, uh, with my, my wife.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] All right, you received a bill from the laboratory and it's on your wife.
[CUSTOMER][NEUTRAL] Yeah, yeah.
[AGENT][NEUTRAL] OK did you file a claim for the bill?
[CUSTOMER][NEUTRAL] Oh, I understand that, uh, speak Arabic and know full English, yeah.
[AGENT][NEUTRAL] No, I don't speak Arabic.
[CUSTOMER][NEUTRAL] Uh-huh, no problem. I say speaker slow.
[AGENT][NEUTRAL] I try, we'll go slow, yes. OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] On [PII].
[AGENT][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] 3 days ago.
[AGENT][NEUTRAL] There was a claim filed from the
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] Hospital.
[AGENT][NEUTRAL] That you went to from the facility that she was at, they filed a claim.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And the claim is being processed.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] For
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] Yes, it's in process now it takes 7 to 10 business days.
[AGENT][NEUTRAL] For the claim.
[CUSTOMER][NEUTRAL] 7 business day.
[AGENT][NEUTRAL] 7 to 10.
[AGENT][NEUTRAL] For the claim to, to go through.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK, one minute.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Uh, it is there anything I have to do? Uh, I, I, I have to do?
[AGENT][NEUTRAL] Did you give
[AGENT][NEUTRAL] The laboratory, your uh insurance card?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And they, did they say they will file claim for you?
[CUSTOMER][NEUTRAL] Uh, one second.
[CUSTOMER][NEUTRAL] Say again?
[AGENT][NEUTRAL] You gave, you gave laboratory bus uh insurance card, correct?
[CUSTOMER][NEUTRAL] Yeah, yeah, yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] They should
[CUSTOMER][NEUTRAL] But uh not laboratory. In a hospital, uh, asked me, he asked me, you have uh insurance, yeah, and uh give him in my insurance.
[AGENT][POSITIVE] Good.
[AGENT][POSITIVE] Good, good.
[CUSTOMER][NEUTRAL] Mm mm.
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] OK, so
[AGENT][NEUTRAL] If they filed the claim, if they sent in the paperwork to us.
[AGENT][NEUTRAL] Um, and it's not.
[CUSTOMER][NEUTRAL] Say, say again, say again.
[AGENT][NEUTRAL] If the
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] File claim.
[CUSTOMER][NEUTRAL] Yeah, you need a bill number?
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I have claim.
[AGENT][NEUTRAL] Claim denied.
[AGENT][NEUTRAL] Not a covered diagnostic test.
[AGENT][NEUTRAL] Under your
[AGENT][NEUTRAL] Insurance.
[CUSTOMER][NEUTRAL] OK. In this, uh, so to speak, uh, fast, I need to translate with my another phone. Yeah. Speak fast.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You ready?
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Norton Hospital.
[AGENT][NEUTRAL] Not a covered diagnostic test under the insurance policy.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Oh, I understand that.
[CUSTOMER][NEUTRAL] OK, 1 2nd.
[AGENT][NEUTRAL] Let me see, let me see something. I'm going to check to see if I have Arabic phone number. Let me check.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. No, I don't see.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm back.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Did you understand what I said about the claim?
[CUSTOMER][NEUTRAL] Yeah, uh, yeah, I need to understand, uh, uh, that.
[AGENT][NEUTRAL] OK. It, it is not covered.
[CUSTOMER][NEUTRAL] Do, do, do I have to pay this amount?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Bear with me.
[AGENT][NEUTRAL] Yes, the
[AGENT][NEUTRAL] The test not covered.
[CUSTOMER][NEUTRAL] OK, so one second.
[CUSTOMER][NEUTRAL] Say, say that again.
[AGENT][NEGATIVE] Test not covered.
[CUSTOMER][NEUTRAL] Not cover it?
[AGENT][NEUTRAL] Right, yes.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEGATIVE] Not covered
[AGENT][NEUTRAL] Read policy.
[CUSTOMER][NEUTRAL] Ure policy.
[AGENT][NEGATIVE] Not covered on the policy.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] This amount is too much.
[AGENT][NEUTRAL] Is there anything I can help you with before we go?
[CUSTOMER][NEUTRAL] Uh, no, but I need to understand why this not cover it.
[AGENT][NEUTRAL] Uh
[AGENT][NEGATIVE] It's not covered on your policy.
[CUSTOMER][NEUTRAL] Not covered in your, your, in my policy.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] You can talk to laboratory.
[AGENT][NEUTRAL] And see if they can help you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] As the laboratory.
[AGENT][NEUTRAL] Ask them for help.
[CUSTOMER][NEUTRAL] Laboratory.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] But, uh, insurance APL not to pay this amount.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEGATIVE] Not covered.
[AGENT][NEUTRAL] On policy.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Uh-huh. Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're so welcome. I hope you have a blessed day, you and your wife. Thank you for calling APL.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Thank you. Bye-bye, sir.
[CUSTOMER][NEUTRAL] Bye bye.