AccountId: 011433970860
ContactId: bd2dd1cf-d238-4e0f-b2cc-e17a4b5ab7eb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 413679 ms
Total Talk Time (AGENT): 193685 ms
Total Talk Time (CUSTOMER): 173347 ms
Interruptions: 3
Overall Sentiment: AGENT=0.7, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/22/bd2dd1cf-d238-4e0f-b2cc-e17a4b5ab7eb_20250422T18:13_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEGATIVE] Hi I was trying to reset my password um and it says it doesn't appear there doesn't appear to be any reset options set up on your account.
[CUSTOMER][NEUTRAL] Um, so I can't wanted to see about getting that reset.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Yeah, let's take a look. Do you by chance have your policy number?
[CUSTOMER][NEUTRAL] I do uh let me get it.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Sorry, I just had it um OK.
[AGENT][POSITIVE] No. No problem.
[CUSTOMER][NEUTRAL] OK policy number is 026.
[CUSTOMER][NEUTRAL] 166.
[CUSTOMER][NEUTRAL] 39.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] And then if I could verify your first and last name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you. And then I just need to verify your physical address, street address, and email address, please.
[CUSTOMER][NEUTRAL] My physical address and what else?
[AGENT][NEUTRAL] And the email address?
[CUSTOMER][NEUTRAL] [PII] and [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] OK perfect that's what we have on here alright.
[AGENT][NEUTRAL] So let me give you the username. I don't know if you have that.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, the user name is gonna be [PII]
[AGENT][NEUTRAL] And then [PII]
[CUSTOMER][NEUTRAL] Mm, OK.
[AGENT][NEUTRAL] And it looks like [PII] is all lowercase.
[CUSTOMER][NEUTRAL] OK, is that something I put in?
[AGENT][NEUTRAL] Try
[AGENT][NEUTRAL] Uh, yeah, I, it would have been set up, yeah, by whoever registered the account.
[CUSTOMER][NEUTRAL] That's weird. I wonder what the heck that where I got that from. that isn't, I don't know what [PII] means.
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Huh.
[CUSTOMER][NEUTRAL] Interesting. OK, I'm sorry, go ahead. What, what, what else?
[AGENT][NEUTRAL] Um, and then just uh when you're on that, then go back to our site and try doing the reset password with your username and see if that'll work because it should send you a reset link to that Gmail account.
[CUSTOMER][NEUTRAL] Yeah, it says there doesn't appear and you said lower case, right? [PII]?
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] No, no, no, [PII], yeah.
[CUSTOMER][NEUTRAL] [PII], [PII], no one, that, that makes sense. No, that's OK, that makes complete sense. I'm like.
[AGENT][NEUTRAL] Sorry.
[CUSTOMER][NEUTRAL] [PII], OK, let me try it again.
[AGENT][NEUTRAL] Yeah, it kind of sounds, sounds the same.
[CUSTOMER][NEUTRAL] Oh there we go.
[AGENT][POSITIVE] OK, perfect.
[CUSTOMER][POSITIVE] All right, OK, got it, thank you. I think I should be good from here. 01 more question while I have you, um.
[AGENT][NEUTRAL] OK. Uh-huh.
[CUSTOMER][NEUTRAL] The my husband had surgery in at a surgery center, so do I just send in the itemized bill for the surgeon and the anesthesiologist? What about the um surgery center bill or um we had to pay a pretty big amount there is there.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, yeah, so I would, let's see, you guys have the hospital plan. Let's see.
[AGENT][NEUTRAL] Um, so yes, I would make sure that you submit any itemized receipts that you have.
[AGENT][NEUTRAL] Um, from all places, from all places of service.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] And um if you can get anything from a physician with um any sort of like diagnosis code.
[AGENT][NEUTRAL] That'll be needed also. They call it an ICD 10 code.
[CUSTOMER][NEUTRAL] Ah
[CUSTOMER][NEUTRAL] ICD 10 code OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] They sent me something um.
[CUSTOMER][NEUTRAL] That I have let me look at it really quick, um.
[CUSTOMER][NEUTRAL] Um, because I don't know if it'll work or not, I told them exactly what I needed.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I'm trying to think if it has, oh it has a procedure code.
[AGENT][NEUTRAL] OK. So we do need those because that's procedure codes or our codes for like what was administered and done at the facility or in the hospital, but we will need a diagnos like a diagnosis code.
[CUSTOMER][NEUTRAL] Mhm, mhm.
[CUSTOMER][NEUTRAL] OK, I try to tell them that they're like, well, we provide these all the time and we never have problems. I'm like, well, obviously you guys don't work with APL then.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I'm like, I just, I.
[AGENT][NEUTRAL] Yeah. I mean, usually it's something that I, honestly, I see on a regular basis, [PII], that like is needed, um, for everyday people like you and me that like, we don't know the difference between like a procedure code or a diagnosis code most of the time, you know. Um, I personally would ask them for it and submit it just to make sure I like dotted all my I's and crossed all my T's.
[CUSTOMER][NEUTRAL] Yeah, I did is what I'm saying, and they're telling me that what they gave me should be good enough, but there's not an ICD 10 code per se on it. I mean, I do know what they are. I'm I'm in the healthcare field, but I'm just, I don't know.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] I just don't know.
[CUSTOMER][NEUTRAL] I guess I'll just submit it and then you all could tell me if you need more.
[AGENT][NEUTRAL] I was gonna say if they'll give it to you, um, maybe if they'll give you the code over the phone or whatever, um, you could just write it on the paperwork that you have. If they don't have something that they can give you, that's another option. You could write it at the top and say diagnosis code and then write that on there. They'll they'll accept that too.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][POSITIVE] Oh, OK, perfect. I, I have that then.
[AGENT][POSITIVE] OK. OK. Yeah, you could do that. That'll work.
[CUSTOMER][NEUTRAL] Alright, OK.
[CUSTOMER][POSITIVE] OK, sounds good thank you so much.
[AGENT][POSITIVE] You're welcome. Have a good day.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][NEUTRAL] Right.