AccountId: 011433970860
ContactId: b4f42e02-fdd8-4117-be95-90107f4650b8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 477809 ms
Total Talk Time (AGENT): 264269 ms
Total Talk Time (CUSTOMER): 160226 ms
Interruptions: 1
Overall Sentiment: AGENT=0.3, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/24/b4f42e02-fdd8-4117-be95-90107f4650b8_20250624T14:30_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I help you today?
[CUSTOMER][NEUTRAL] Hi, I submitted a claim in through fax and I wanted to see if you guys received it.
[AGENT][NEUTRAL] OK, go ahead and give me your name and your policy number, please.
[CUSTOMER][NEUTRAL] OK, my name is [PII]. Let me know if you need me to spell that.
[AGENT][NEUTRAL] No ma'am, but go on and give me your policy number please.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, let's see on the card it says group number would that be it?
[AGENT][NEUTRAL] Now, ma'am, give me that certificate number.
[CUSTOMER][NEUTRAL] OK. Um, the in hospital or outpatient one?
[AGENT][NEUTRAL] Uh, outpatient one, please, ma'am.
[CUSTOMER][NEUTRAL] OK. So it's 016.
[CUSTOMER][NEUTRAL] 1171
[CUSTOMER][NEUTRAL] 4 M as in Mary, L as in Liz, 8, the number 8.
[AGENT][NEUTRAL] Alright, thank you for that information. Now while I'm pulling this up, go ahead and give me a good return telephone call number, please.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Alright [PII], thank you for all that information. I'll go and verify your date of birth address and email address for me, please.
[CUSTOMER][NEUTRAL] OK, date of birth is [PII]. The address is [PII], and email address, it's probably [PII].
[AGENT][NEUTRAL] Mm, that's not the address that we have, but is that the one that you need us to have?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Alright, give me that address one more time email address one more time.
[CUSTOMER][NEUTRAL] The address is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Alright, and what was that correct email address again?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yeah I uh you, OK, because that's not what we have, but I will get that changed over to that correct email address when we get offline. OK, so, uh, thank you for all that information, [PII]. Now you said that you faxed over a claim and you wanna see if we have it. Is that correct?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] When did you fax it?
[CUSTOMER][NEUTRAL] This was
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEGATIVE] This was sometime last week or the week before. I don't have the date, unfortunately.
[AGENT][NEUTRAL] Oh, that's OK. Let's see. Who was the patient on that claim, you?
[CUSTOMER][NEUTRAL] Yes, oh, and I have my policy number as well now. I, I see it here.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Oh that's alright, OK, because I don't see anything here, but if you send it two weeks ago, it's probably been processed. So do you know what date the service was on that claim and I'll check that for you.
[CUSTOMER][NEUTRAL] Yes, it was [PII]. I have the invoice number and the amount as well.
[AGENT][NEUTRAL] Yeah, looks like that we have that claim you sent in and it looks like for the uh [PII] which you will be getting and it'll be asking you for the this information but you can go ahead and send it in uh if you have it but we will need that primary explanation of benefits.
[AGENT][NEUTRAL] For that office visit and the two procedure codes that you sent with it, yeah, we need your primary ELB from your primary insurance company.
[CUSTOMER][NEUTRAL] OK, you said the EOB from my primary, OK.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes ma'am, from your primary insurance company, yes ma'am, and you can just fax that and send it the same way, but make sure you write that policy number that you gave me on that claim so we can identify that 01611714. Just write that on that on that bill and let me give you this claim number.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] That way we can and and go ahead and process it um uh quicker that claim number is 361.
[CUSTOMER][POSITIVE] OK, I'm ready.
[AGENT][NEUTRAL] 463 8.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. And you said the EOB for these services from my primary healthcare, and then what else did you need?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] That's it, mhm.
[CUSTOMER][NEUTRAL] That's it.
[CUSTOMER][NEUTRAL] OK, now you guys have a new website and I had a representative trying to help me before.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] Um, and it wasn't working at all like my username and password, nothing was working. We tried to update it and it still wasn't working.
[AGENT][NEUTRAL] Did you, um,
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] Yeah, because the new website you have to actually enter and set up a whole new a whole new uh website page. Have you done that yet?
[CUSTOMER][NEUTRAL] Well, I'm in the new website page maybe can I have the.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Can I have the website information? Well, I think I have it, but still.
[AGENT][NEUTRAL] Yes, ma'am. Is that [PII]? Yes, ma'am.
[CUSTOMER][NEUTRAL] And [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] And if you still can't get in it, I'll be glad to transfer you over to that department so we can get you in it.
[CUSTOMER][NEUTRAL] OK, so my email would be the one that we just updated the [PII].
[AGENT][NEUTRAL] Um, well, I hadn't updated it yet, so it's gonna, it's gonna take me a couple of hours to get that updated, yes ma'am, because I know the department has to do that, so it may be tomorrow before that gets done, but yes ma'am, I am gonna update it to your correct uh email address but so your claim will not go through if your email does not match exactly so give me time to get that corrected.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so for now, let me input the one that I had before [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, it, it keeps saying that my account can be found, so could you transfer me to the, to that department?
[AGENT][NEUTRAL] Yeah, tell me what email address that you have that you're trying to send that to.
[CUSTOMER][NEUTRAL] Oh [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] That was my, my old one. My city changed to [PII], and then you guys had updated it.
[AGENT][NEUTRAL] Yeah, and that's what we.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Because we still have [PII] Should it be [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yeah, cause that that's what the problem is. We have [PII], so your, your claim will not go through until that is corrected if because that, yeah, it has to match exactly now everything has to match exactly, but that's why it's not going through. [PII] have.com.gov, but I tell you what.
[AGENT][NEUTRAL] Um, give me, like I said, until tomorrow to get the, uh, email address to that [PII] and then try it tomorrow and let's see if it goes through because that's what the problem is.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] OK, so you said [PII], right?
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Right, I'm gonna put it in [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII]. Is that correct?
[CUSTOMER][POSITIVE] That's correct. Thank you.
[AGENT][NEUTRAL] OK, yeah. Yes, ma'am. Well, I'll get that like I said, changed, just give us, you know, a working day to get that done, OK? And then try it back to say tomorrow afternoon should be corrected.
[CUSTOMER][POSITIVE] OK, sounds good. I appreciate it.
[AGENT][NEUTRAL] Well, yes, ma'am, [PII], and is that all I can help you with?
[CUSTOMER][POSITIVE] Yes, thank you. Have a great day.
[AGENT][POSITIVE] All right. You as well, [PII], and thanks for calling APL. Bye-bye.