AccountId: 011433970860
ContactId: b5c162dc-545f-485f-885e-9fb2210879e1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 337880 ms
Total Talk Time (AGENT): 97125 ms
Total Talk Time (CUSTOMER): 196475 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/20/b5c162dc-545f-485f-885e-9fb2210879e1_20250620T15:58_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, um, this is [PII]. um, I was just trying to log in on website and it keeps like doesn't recognize any of my credentials and I was following up um on a.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] A response to something that I sent in and maybe it was the how I sent it in but I just needed to find out how I need to or what needs to happen.
[AGENT][NEUTRAL] I'm sure [PII], um, we updated our website, so, um, everyone needs to go in and recreate a new account.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][POSITIVE] Yeah, and I could assist you with that.
[CUSTOMER][NEUTRAL] So create your OSC account or something.
[AGENT][NEUTRAL] Yes, ma'am. That's what you will click on.
[CUSTOMER][NEUTRAL] OK, I see that.
[CUSTOMER][NEUTRAL] OK, so I'll, I'll do that, but I got a, um, I I had a.
[CUSTOMER][NEUTRAL] Uh, what you call it, uh, um, MRI.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] So the insurance didn't pay much, you know, just a little bit, so I was sending in.
[CUSTOMER][NEUTRAL] The payment I had the invoice from the.
[CUSTOMER][NEUTRAL] MRI and then I sent that in but then they're telling me that I need to have.
[CUSTOMER][NEUTRAL] Receipt of your claim is acknowledged. However, in order to provide further consideration of the loss under the under this policy, we will need supporting documentation to evidence. The accident or sickness supporting documentation may include but not is not limited to itemized bills with the diagnosis codes, super bills, office notes, hospital admission and discharge summary. So I have like.
[CUSTOMER][NEUTRAL] The hospital, you know, where I was actually in the hospital and had surgery, so do I just need to submit that plus the MRI information? I, I feel like that's what I sent in but um.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I can't tell because you know that I can't get in the system but anyway is that what I need to send in?
[AGENT][NEUTRAL] Um, yes, ma'am. I could further assist you. Let me pull up your account. Um, you said your name is [PII], and could I get a good callback number just in case we're disconnected?
[CUSTOMER][NEUTRAL] Yeah it's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. Now I need your policy number, please.
[CUSTOMER][NEUTRAL] It says 02442159.
[AGENT][NEUTRAL] And please verify your first and last name and your date of birth.
[CUSTOMER][NEUTRAL] OK, my first name is [PII], but it's spelled [PII] My last name is [PII], and my date of birth is [PII].
[AGENT][NEUTRAL] OK. And please verify your mailing address and your email address.
[CUSTOMER][NEUTRAL] OK, so my.
[CUSTOMER][NEUTRAL] Mailing address
[CUSTOMER][NEUTRAL] It's [PII]. Now my email is a little bit more questionable because I'm not sure if you have my work or my uh personal. My personal is [PII].
[AGENT][NEUTRAL] Yes, ma'am. That's the one we have on file.
[CUSTOMER][NEUTRAL] And then my business one.
[CUSTOMER][NEUTRAL] That's OK, so my um personal.
[AGENT][NEUTRAL] Yes, ma'am. And what's the date of service for the claim you're calling about?
[CUSTOMER][NEUTRAL] OK, I got
[CUSTOMER][NEUTRAL] Um, I don't have that paperwork in front of me. Let's see.
[CUSTOMER][NEUTRAL] Maybe [PII]?
[AGENT][NEUTRAL] OK. Yes, ma'am. From last year, yes, that's what I'm showing. And all I'm showing here that you need is um documentation with a diagnosis code on it. So if you can um upload documentation once you're able to get into the system.
[AGENT][NEUTRAL] Um, it can be notes from the provider's office. It can be some of the documentation that it sounds like you already have as long as the diagnosis code is on there and reference the claim number and if you need the claim number, I can give that to you. Upload that information.
[CUSTOMER][NEUTRAL] I have it is that
[CUSTOMER][NEUTRAL] I think it's 359-651-3.
[AGENT][NEUTRAL] Yes, ma'am. That's the claim number.
[CUSTOMER][NEUTRAL] So I don't need to send in the invoice from the MRI again I just need to send you.
[CUSTOMER][NEUTRAL] The backup.
[AGENT][NEUTRAL] Right. Any documentation, right, any documentation from the um hospital or your doctor's office that has the diagnosis code on there.
[CUSTOMER][NEUTRAL] The hospital though.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So I actually had to have two MRI's for the same issue they did one before surgery and then one after surgery so I haven't been able to get uh they gave me the paperwork for the first one but not the second one so I'm trying to reach out to them and get that email to me and then I'll submit it as well but um anyway OK well I'll I'll take care of this. I'll try to do it today.
[CUSTOMER][POSITIVE] I think I have it here with me at work so I think I'll try to get it to you today.
[AGENT][NEUTRAL] OK, so you understand what documentation we need?
[CUSTOMER][NEUTRAL] Yeah, yeah, I've got all the paperwork from the hospital so I'll send that.
[AGENT][NEUTRAL] OK. Is there anything else I can assist you with?
[CUSTOMER][NEUTRAL] No.
[AGENT][POSITIVE] OK. Well, I thank you, [PII], for calling APL. You have a great rest of your day and a great weekend.
[CUSTOMER][POSITIVE] Thank you you too.
[AGENT][POSITIVE] Mhm, thanks.
[CUSTOMER][NEUTRAL] Alright bye bye.
[AGENT][NEUTRAL] Mm bye.