AccountId: 011433970860
ContactId: c2bc70be-4d90-41a2-b176-d9733c5bded9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 515299 ms
Total Talk Time (AGENT): 177017 ms
Total Talk Time (CUSTOMER): 187917 ms
Interruptions: 1
Overall Sentiment: AGENT=0.1, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/07/c2bc70be-4d90-41a2-b176-d9733c5bded9_20250407T16:48_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi [PII] how are you?
[AGENT][NEUTRAL] I'm fine. How are you?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][POSITIVE] Good.
[CUSTOMER][NEUTRAL] Hold on one second. I can't hear you. Can you hear me?
[AGENT][NEUTRAL] Yes, I can hear you.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Yes, I can hear you.
[CUSTOMER][NEGATIVE] I want us to shut off.
[CUSTOMER][NEUTRAL] Hold on one sec.
[CUSTOMER][NEUTRAL] Can you hear me now?
[AGENT][NEUTRAL] Yeah, I can hear you.
[CUSTOMER][NEUTRAL] Oh, that was weird.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, I have submitted two claims, and you guys put descriptions what you need and I wasn't sure. I was wondering if I could get a better.
[CUSTOMER][NEUTRAL] Um, knowing of what you need.
[AGENT][NEUTRAL] OK, may I ask who's calling?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] And do you have a phone number I can get in case we get disconnected I can call you back?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, it's um 0204.
[CUSTOMER][NEUTRAL] 1957.
[AGENT][NEUTRAL] Thank you. Hold on one moment, please.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] And what's that patient? What's the name?
[AGENT][NEUTRAL] OK. You are the answers?
[CUSTOMER][NEUTRAL] Um, the patient is [PII].
[AGENT][NEUTRAL] OK. And what's your date of birth? I'm sorry.
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And can I verify your address and email address?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And your email address?
[CUSTOMER][NEUTRAL] And I think
[CUSTOMER][NEUTRAL] I think it's under [PII] [PII] Guardian's Credit [PII]. COO.
[AGENT][NEUTRAL] Yes, ma'am. That's what we have. Um, thank you, Mr. [PII], Miss [PII], and you had a question about a claim?
[CUSTOMER][NEUTRAL] There's 2 of them. There's 2 claims. I can give you the claim numbers.
[AGENT][NEUTRAL] OK, hold, hold on just a second.
[AGENT][NEUTRAL] And you said they were on [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, what's what the first claim number?
[CUSTOMER][NEUTRAL] Um, let's see, 358.
[CUSTOMER][NEUTRAL] 5052.
[AGENT][NEUTRAL] OK, I can look that up for you just a moment.
[AGENT][NEUTRAL] OK. On that one, we are needing a diagnosis code.
[CUSTOMER][NEUTRAL] And where would I find that? Would it be something for the doctor?
[AGENT][NEUTRAL] You would probably
[AGENT][NEUTRAL] Yeah, you would probably have to call the hospital and ask them for, tell them you need something that has a diagnosis code on it.
[AGENT][NEUTRAL] To file your insurance.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] See I thought they gave that to me.
[CUSTOMER][NEUTRAL] Try to get in here.
[CUSTOMER][NEUTRAL] Back in there.
[AGENT][NEUTRAL] Now we
[AGENT][NEUTRAL] We have the procedure code, but we don't have the diagnosis code.
[CUSTOMER][NEUTRAL] I thought that was.
[CUSTOMER][NEUTRAL] OK, would that be maybe the the surgeon?
[AGENT][NEUTRAL] It looks like this claim number is for the hospital, HCA Florida JFK Hospital.
[CUSTOMER][NEUTRAL] And do you have a dollar amount on that one? Or he was in there twice.
[AGENT][NEUTRAL] Um, actually,
[AGENT][NEUTRAL] Yeah, actually, for this claim number, this is for 11525.
[AGENT][NEUTRAL] And then,
[AGENT][NEUTRAL] The other one is for 120 to 125 of 25.
[AGENT][NEUTRAL] So it's different, two different dates of service on that claim number.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Exactly, so I need a dice.
[AGENT][NEUTRAL] So we wouldn't
[AGENT][NEUTRAL] Nois code for both dates of service.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] The diagnosis code is the reason you went to the hospital and then the procedure codes are is actually what they done while you were there at the hospital. So we have everything but that diagnosis code.
[CUSTOMER][NEUTRAL] Um, OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and then on the other one?
[CUSTOMER][NEUTRAL] Oh, what are you looking for on this one? Well, otherwise still, which I did.
[AGENT][NEUTRAL] What's the, uh, claim number?
[CUSTOMER][NEUTRAL] 355.
[CUSTOMER][NEUTRAL] 8508.
[AGENT][NEUTRAL] Hold on just a second.
[AGENT][NEUTRAL] OK, now this one we need everything. It looks like maybe you sent in a receipt we can't pay by receipts we need itemized bills.
[AGENT][NEUTRAL] With diagnosis.
[CUSTOMER][NEUTRAL] Which I did. If you look out.
[CUSTOMER][NEUTRAL] If you, OK, so if you look at the first.
[CUSTOMER][NEUTRAL] The first claim number?
[CUSTOMER][NEUTRAL] Within the first claim number is I don't know I.
[CUSTOMER][NEUTRAL] I don't know what happened, but the one of the
[CUSTOMER][NEUTRAL] Downloads
[CUSTOMER][NEUTRAL] And the other claim.
[CUSTOMER][NEUTRAL] Has an itemized bill for the hospital.
[AGENT][NEUTRAL] For 12925.
[CUSTOMER][NEUTRAL] 120,120 to 125.
[AGENT][NEUTRAL] OK, so.
[AGENT][NEUTRAL] Let me pull up that other claim number.
[AGENT][NEUTRAL] Yeah, if it's a receipt, sometimes it's not the, the actual data service and maybe when you paid on that receipt, so we have to put something in there.
[CUSTOMER][NEUTRAL] It's
[CUSTOMER][NEUTRAL] No, it says itemization. It says itemization of hospital services 120 to 125.
[AGENT][NEUTRAL] So this
[AGENT][NEUTRAL] OK, so this receipt right here was for that other one that we did on the other claim number?
[CUSTOMER][NEUTRAL] Well there's another one, there's another one, the other file.
[CUSTOMER][NEUTRAL] There's another file?
[CUSTOMER][NEUTRAL] I don't know what that's that's under that's under the first claim number that I gave you why they did that I don't know.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] I see the 120 to 125 on this one. That's where we need the diagnosis code.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] OK, so the diagnosis code is just for you.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK, what about the other one?
[AGENT][NEUTRAL] The 115.
[CUSTOMER][NEUTRAL] Electronic
[AGENT][NEUTRAL] Is that the one you're talking about?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] We need the diagnosis code.
[CUSTOMER][NEGATIVE] Now I'm confused.
[CUSTOMER][NEUTRAL] Um, both of them?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Diagnosis code OK.
[CUSTOMER][NEUTRAL] OK, I thought that was on there, but.
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] OK, I'll look and see what I have. If not, I'll call the hospital.
[AGENT][NEUTRAL] OK. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] That's it.
[AGENT][POSITIVE] Thank you, Ms. [PII]. You're welcome. Thank you, Ms. [PII] for calling APL. You have a good day.
[CUSTOMER][POSITIVE] Thank you very much.
[CUSTOMER][NEUTRAL] OK, bye bye.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Mhm. Bye bye.
[CUSTOMER][NEGATIVE] Oh, what a pain in the butt that said.