AccountId: 011433970860
ContactId: bc7a4492-83eb-4e20-bfff-7cc7966b0f8a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 471369 ms
Total Talk Time (AGENT): 152710 ms
Total Talk Time (CUSTOMER): 210207 ms
Interruptions: 2
Overall Sentiment: AGENT=0.4, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/bc7a4492-83eb-4e20-bfff-7cc7966b0f8a_20250602T15:36_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi.
[CUSTOMER][NEUTRAL] Oh wait a minute, you just say APL?
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEGATIVE] Oh yeah, OK, I'm calling the right person. I'm sorry. So I was trying to log in and I was able to do it last week, but now it's telling me it doesn't find me in the system.
[CUSTOMER][NEUTRAL] No, I don't know what the issue is.
[AGENT][NEUTRAL] For the OSC.
[CUSTOMER][NEGATIVE] It won't acknowledge my email yes it won't acknowledge my email address. I even did forgot password and it's still it's saying we can't seem to find your account.
[CUSTOMER][NEGATIVE] I think I even went so far as to try and create it again. I forgot what it said, but I'm not getting any luck.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, can I get your name and a good call back number in case we get disconnected?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Yes, [PII], [PII].
[AGENT][NEUTRAL] Alright, Ms. [PII], uh, do you have your policy number with you?
[CUSTOMER][NEUTRAL] Uh yes, I do.
[CUSTOMER][NEUTRAL] It is 587-187.
[AGENT][NEUTRAL] 987187. 0 mhm.
[CUSTOMER][NEUTRAL] No, I'm sorry.
[CUSTOMER][NEUTRAL] No, I think it's 0 015871887.
[AGENT][NEUTRAL] 015879
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] No 9 01587187.
[AGENT][NEUTRAL] OK, I apologize.
[CUSTOMER][POSITIVE] No problem.
[CUSTOMER][NEUTRAL] Now I have somewhere on here where I have written it down that no no 01 in front, but on this actual old policy it has a 01 in front.
[CUSTOMER][NEUTRAL] I don't know if that makes a difference.
[AGENT][NEUTRAL] 15871887
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And can I get you to verify name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, not pulling that up as the as your policy number.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um,
[CUSTOMER][POSITIVE] Thank the 010587187. Try that.
[AGENT][NEUTRAL] Give me just a moment.
[AGENT][NEUTRAL] And can I get you to verify the address that we have on file?
[CUSTOMER][NEUTRAL] Um, you may have [PII] because that was my original address. It was changed by the post office to [PII].
[CUSTOMER][NEUTRAL] M O
[CUSTOMER][NEUTRAL] Same city, [PII], same zip [PII]. Either way it's uh it's the same address.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, yes, we do have that new one on file.
[CUSTOMER][NEUTRAL] Oh, the [PII] without the 01 is the correct number.
[AGENT][NEUTRAL] And can I
[AGENT][NEUTRAL] We have the 20,750.
[AGENT][NEUTRAL] That is the new one correct?
[CUSTOMER][NEUTRAL] No, no, no, I'm, I'm talking about that.
[CUSTOMER][NEUTRAL] Yes, but I was talking about the policy number. Do I need to take the 01 off when I'm calling?
[AGENT][NEUTRAL] Oh, yeah, it's
[AGENT][NEUTRAL] Right, it's 58.
[CUSTOMER][NEUTRAL] It's just 587-187.
[AGENT][NEUTRAL] Yes, yes, ma'am.
[CUSTOMER][NEUTRAL] Uh huh.
[CUSTOMER][POSITIVE] OK, OK, thank you.
[AGENT][NEUTRAL] And can you verify the email that you used to log in?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The [PII].
[AGENT][NEUTRAL] OK, OK, let me see here.
[AGENT][NEGATIVE] It looks like there is an internal issue.
[AGENT][NEUTRAL] With the OSC, uh, we're currently working on it, um, I would, yeah, give it about 24 hours um we should be able to uh get you logged in. You will use that email that you that you verified with me, um, and you shouldn't need a username anymore it'll be through that email um and zip code. I verified everything to make sure the spelling was correct, um, and they should get it up and running um by the end of today or tomorrow.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm. OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I have a question on that policy. I noticed that it states that, or rather when I talked to someone on the phone, um, they mentioned that um.
[CUSTOMER][NEUTRAL] The, when filing a claim for the um radiation treatment?
[CUSTOMER][NEUTRAL] Something about, you know, of course, the codes and then the mount.
[CUSTOMER][NEUTRAL] I don't see an amount listed. Is there something else I need to get for you guys or?
[CUSTOMER][NEUTRAL] I see that they listed all of the treatments, but I don't see an amount at least I didn't think so.
[AGENT][NEUTRAL] When filing for a claim.
[CUSTOMER][NEUTRAL] Or did you I
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I uploaded the documents already. I don't know if they have any notes saying that they uh reached out and.
[AGENT][POSITIVE] Yeah it looks like it's still being worked on.
[CUSTOMER][NEUTRAL] Um, the reason I ask is because my
[CUSTOMER][NEUTRAL] OK, um, do you know if you, you normally have to provide that information with the amount from the doctor or what? The reason I ask is because my niece helps me, um, with my mail, and sometimes she doesn't bring it to me right away, so I didn't wanna.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Hold up the claim if there's anything that they're asking for.
[CUSTOMER][NEUTRAL] You know, additional
[AGENT][NEUTRAL] Yeah, um, and I won't be able to see that until they've gone through it because they are processing it right now, um, typically you'll need an itemized receipt with procedure codes, um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And as far as the amount goes, the procedure codes might work, but was it an itemized bill that you sent in?
[CUSTOMER][NEUTRAL] I don't think that there are dollar amounts on it. It, it came from a doctor's office and it was like um.
[CUSTOMER][NEUTRAL] I can tell you that if this makes sense to you, um.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] One second.
[CUSTOMER][NEUTRAL] It, oh wait a minute.
[CUSTOMER][NEGATIVE] I'm lying there are charges on here.
[AGENT][NEUTRAL] OK, yeah, typically it's just the itemized bill. OK, yeah, the itemized bill with procedure codes is usually what what what we need so that we know what procedures are being worked on and everything, um, like I said, it is being processed right now if you do end up getting in the a denial it could just be because we need more information um I won't know that until they're finished processing it.
[CUSTOMER][NEUTRAL] So many documents. I'm sorry. There are charges.
[CUSTOMER][NEUTRAL] OK, it is on here.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] But yeah if you send in a uh the itemized then that should be plus the claim form that should be all you needed.
[CUSTOMER][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] Uh, but we'll know more once it's processed, yeah.
[CUSTOMER][NEUTRAL] OK, OK, I think I was looking over.
[CUSTOMER][NEUTRAL] Looking at the other um billing thing or whatever you call it but OK.
[CUSTOMER][POSITIVE] Thank you very much.
[AGENT][POSITIVE] Great, is there anything else I can help you with today?
[CUSTOMER][POSITIVE] No, that's it. Thank you so much.
[AGENT][POSITIVE] Great. Well, thank you for calling APL. I hope you have a great day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][NEUTRAL] Right bye.