AccountId: 011433970860
ContactId: ade05bdc-cdd5-4e4f-a1b9-700cde414cee
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 280480 ms
Total Talk Time (AGENT): 136470 ms
Total Talk Time (CUSTOMER): 151120 ms
Interruptions: 5
Overall Sentiment: AGENT=1.4, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/24/ade05bdc-cdd5-4e4f-a1b9-700cde414cee_20250224T19:06_UTC.wav
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[CUSTOMER][NEUTRAL] some job turkey trying to get over.
[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] I'm calling to file a claim?
[AGENT][NEUTRAL] OK, you were needing help filing a claim?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I can help you out with that. What was your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] And then can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. Do you have your policy number?
[CUSTOMER][NEUTRAL] Uh, uh 02.
[CUSTOMER][NEUTRAL] 419105
[AGENT][NEUTRAL] OK thank you one moment.
[AGENT][NEUTRAL] All right. Why don't I just gonna verify some information really quick. Can I get your date of birth, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And can I get your mailing address?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Perfect. The last thing I need is the email address we've got on file for you. Uh, looks like it's a Yahoo account.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Ma'am.
[AGENT][NEUTRAL] I'm sorry, if you could verify the email address we've got on file for you, it looks like it's a Yahoo account.
[CUSTOMER][NEUTRAL] Some
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Alrighty, thank you so much for verifying that information. OK, uh, so I will say typically the quickest and easiest way to get claim information to us what is going to be through our online portal. Have you created an account on our website before?
[CUSTOMER][NEUTRAL] it's complete.
[CUSTOMER][NEUTRAL] I did, and I had did one a while back, but he kept, he kept sending me some something about a code.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEGATIVE] Oh, that it was missing that information.
[CUSTOMER][NEUTRAL] But every time I put the.
[CUSTOMER][NEGATIVE] Yeah, but every time I put the code in that I got from the doctor, I guess it, it wasn't the right code or something.
[AGENT][NEUTRAL] OK, so for this kind of policy we need the itemized statement that shows diagnosis and procedure codes so just um the the provider that you went to should have that information and that's really all we need for these kinds of claims and then of course the correct claim form filled out.
[CUSTOMER][NEUTRAL] They
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Oh, so I have to get the uh the statement from the doctor.
[AGENT][NEUTRAL] Yes, that shows those diagnosis and procedure codes.
[CUSTOMER][NEUTRAL] OK, that's included for.
[CUSTOMER][NEUTRAL] The one I went today and uh last month too.
[AGENT][POSITIVE] Yes, any claims that you would like to file and then of course um you can also try giving them this information to see if they would file that claim for you. It really is just, you know, every provider is different as to whether or not they will, um, but I always say it's worth a shot. It's just less for you to have to worry about.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, so I need to get an itemized statement, itemized you said statement?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, that shows diagnosis and procedure codes.
[CUSTOMER][NEUTRAL] OK then, and then once I get that, then what I do is just go online and and redo it?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, you could just upload that information at that spot. um, we get that pretty quick through our portal and then from there it can take about 7 to 10 business days for claim information to process. You could keep an eye on the status through the website or of course you're more than welcome to give us a call and check on it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] here.
[CUSTOMER][NEUTRAL] That's OK.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK then, I'll call them and uh see could I get out of my thing cause I went this morning and then I went last month and then I go next in April for my mammogram.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Sure, yeah, this policy has been effective since [PII], so anything that you've had from that date to now, you're more than welcome to get those filed.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK then, thank you.
[AGENT][NEUTRAL] Of course did you have any other questions for me?
[CUSTOMER][NEUTRAL] No, ma'am, that's it. I just get the out of my statement and do it online and upload the statement to the uh claim.
[AGENT][POSITIVE] Alrighty.
[AGENT][POSITIVE] Yes, ma'am. And if you need any help or have any other questions, feel free to give us a call back, OK?
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][POSITIVE] All right. Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Bye.