AccountId: 011433970860
ContactId: bee5d3f8-cee5-4dc4-8b31-ddd9b61dc8a2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 442420 ms
Total Talk Time (AGENT): 120549 ms
Total Talk Time (CUSTOMER): 154129 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/19/bee5d3f8-cee5-4dc4-8b31-ddd9b61dc8a2_20250519T21:08_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I was calling because I had a visit yesterday at the urgent care, um, and they couldn't verify my insurance, so I pay out of pocket for it and I was trying to.
[CUSTOMER][NEUTRAL] Uh, submit a claim.
[AGENT][NEUTRAL] OK. Do you have your policy number or I can look it up by your social or last name?
[CUSTOMER][NEUTRAL] Um, I believe it's gonna be [PII].
[AGENT][NEUTRAL] OK, and do you have a good callback number in case we're disconnected?
[CUSTOMER][NEUTRAL] It's uh [PII].
[AGENT][NEUTRAL] And could you verify your date of birth for me, please?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] And then I just need your address and your email address, Mr. [PII].
[CUSTOMER][NEUTRAL] It's uh [PII]. My birthday is [PII].
[AGENT][NEUTRAL] And your email address?
[CUSTOMER][NEUTRAL] Uh [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, and you just need to file a claim with us, is that right?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, did they give you a printout of what you were seeing for, the diagnosis, charges, where you were seen?
[CUSTOMER][NEUTRAL] It's not the
[CUSTOMER][NEUTRAL] Yes, I have it right here in front of me and uh let's see, yeah, just a receipt right here, yes ma'am.
[AGENT][NEUTRAL] OK, um, it does specifically have to show what you're seeing for like your diagnosis code and then the coding for the office visit at the.
[CUSTOMER][NEUTRAL] On my diagnosis?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Uh, this one just says how much I pay the Gronto number and the payment detail.
[CUSTOMER][NEUTRAL] I don't have a diagnosis on this.
[AGENT][NEUTRAL] OK, um,
[CUSTOMER][NEUTRAL] I might, you know what, it may be in my truck.
[AGENT][NEUTRAL] Yeah, there's some type of print out from them that shows what you were seeing for um data service what they charged and where, uh, where was the place of service.
[AGENT][NEUTRAL] And those are the information that we need in order to file a claim.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, just one second. I'm gonna they gave me a uh red folder just so this is my receipt.
[CUSTOMER][NEUTRAL] I do.
[CUSTOMER][NEUTRAL] They might turn out.
[CUSTOMER][NEUTRAL] It's a receipt we want to call.
[CUSTOMER][NEUTRAL] OK, yeah, so then they've got this one.
[CUSTOMER][NEUTRAL] For medication.
[CUSTOMER][NEUTRAL] OK so the [PII] States, not that one.
[CUSTOMER][NEUTRAL] Instructions. OK, that's what I see that this one that was a 3.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I'm guessing
[CUSTOMER][NEUTRAL] There's an urgent care to pick up medication.
[CUSTOMER][NEUTRAL] Today's medication charge.
[CUSTOMER][NEUTRAL] Blood pressure.
[CUSTOMER][NEUTRAL] Just
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, so I have one for that show when they took my blood pressure, the medication they gave me, um.
[CUSTOMER][NEUTRAL] Blood pressure medication, how much they charge.
[CUSTOMER][NEUTRAL] Instructions for aftercare.
[CUSTOMER][NEUTRAL] I'm guessing there's everything you need here.
[AGENT][NEUTRAL] OK, um, I can email you the claim form, um, that you'll need to complete to submit that. Um, do you want me to do that and then, um, just look through that claim form and then you can submit that by fax or by mail.
[CUSTOMER][NEUTRAL] OK, yes, I'll just take pictures of all this stuff cause.
[CUSTOMER][POSITIVE] I the same thing again. OK, I can do that. Yes.
[AGENT][NEUTRAL] OK, um, I'll send you the claim form and then like I said, you'll have to submit it by fax or by mail, like regular mail. It can't be emailed, so.
[CUSTOMER][POSITIVE] I get a faster email. OK, that's now.
[AGENT][NEUTRAL] OK, um, I'll get that faxed over right now and then if you have any questions at all just give us a call back and we can walk you through it, OK?
[CUSTOMER][POSITIVE] OK, yes ma'am, thank you.
[AGENT][NEUTRAL] OK. Anything else I can help with, Mr. [PII]?
[CUSTOMER][NEUTRAL] Uh, no, ma'am, no question, if I pay for my medication too out of pocket, is that covered underneath everything?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, let me see.
[CUSTOMER][NEUTRAL] Uh, the question is, do I still got that receipt?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's not, it's, it's OK cause it's only $13.
[AGENT][NEUTRAL] Uh, yeah, let me check and see. Um.
[AGENT][NEUTRAL] There is a pharmacy benefit, um, and let me send you a copy of your, do you have your card?
[CUSTOMER][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] OK, so typically how it would work is you'd have to go back to the pharmacy, show them the card, have them run it, and then
[CUSTOMER][NEUTRAL] It's um
[AGENT][NEUTRAL] They could give you a refund if there's anything due back.
[CUSTOMER][NEUTRAL] OK, yes ma'am.
[AGENT][NEUTRAL] But for the office visit itself.
[CUSTOMER][NEUTRAL] OK. I'll um
[AGENT][NEUTRAL] Reimburse for that, so.
[CUSTOMER][POSITIVE] OK, OK, that's too easy, thank you.
[AGENT][NEUTRAL] OK, I'll get you that form sent over and like I said if you have any questions just give us a call back OK?
[CUSTOMER][NEUTRAL] OK, yes ma'am.
[AGENT][POSITIVE] OK, well, thank you for calling APL. I hope you have a good afternoon.
[CUSTOMER][NEUTRAL] Alright, you too.
[AGENT][POSITIVE] Thank you, bye-bye.