AccountId: 011433970860
ContactId: c4f33b55-c48b-48a2-a014-45743e8db2eb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 474410 ms
Total Talk Time (AGENT): 248801 ms
Total Talk Time (CUSTOMER): 165992 ms
Interruptions: 6
Overall Sentiment: AGENT=0.3, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/02/c4f33b55-c48b-48a2-a014-45743e8db2eb_20250402T20:22_UTC.wav
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[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you for calling ATL. This is how may I help you?
[CUSTOMER][NEUTRAL] Yes ma'am, hold on just a second. Let me figure I need to find out what my last claims were that I filed. I'm just not wanting to double file.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's a couple of years, but I've got a stack here that I need to send in and I'm not real sure. I have some dates right now but I don't know it's the ones I filed or not.
[AGENT][NEUTRAL] Oh alright I can help you with your claims get your name and your callback number.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] KC [PII]
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Thank you, ma'am. And Ms. [PII], what is your um policy number?
[CUSTOMER][NEUTRAL] me.
[CUSTOMER][NEUTRAL] Um, 644-578 is one of those.
[AGENT][NEUTRAL] OK, let me look that up real quick.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK, Ms. [PII], can you please verify your date of birth for me?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And then what is your address, phone number, and email address that we have on the policy for you?
[CUSTOMER][NEUTRAL] [PII] [PII] Ky [PII].
[AGENT][NEUTRAL] Thank you. I appreciate you verifying your policy for me, Ms. [PII]. OK, so I'm looking, um, I'm only showing 3 claims that have been sent in, and I can give you that claim information.
[CUSTOMER][NEUTRAL] It
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] The first one claim number is 308116.
[AGENT][NEUTRAL] That was for date of service of [PII] at Anderson Regional Medical Center.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] The claim the claim paid $600.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then the next one.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Is claim number 3081279.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] That was um for data service of [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Also to MD [PII] and that claim paid $300.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then the last one is claim number 783,480.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] That one was also paid to MD [PII].
[AGENT][NEUTRAL] In the amount of $600 and the date of service is [PII].
[CUSTOMER][NEUTRAL] OK. So are those intensive care or those cancers?
[AGENT][NEUTRAL] OK, so the one that I just gave you was an.
[CUSTOMER][NEUTRAL] I have two different policies, so I'm just trying to.
[AGENT][NEUTRAL] OK, so the one that I just gave you was for intensive care, the one that was from Data Service [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Then
[AGENT][NEUTRAL] The 2nd 1 I gave you.
[AGENT][NEUTRAL] I'm pulling it up now that says MD Anderson uh intensive care.
[AGENT][NEUTRAL] And then the first one I gave you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] was for MD Anderson Regional Medical Center also for intensive care.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] I have another policy with you.
[AGENT][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] Let me
[CUSTOMER][NEUTRAL] And I'm not sure what that policy is.
[AGENT][NEUTRAL] Let's look.
[AGENT][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] I have several that I have not filed apparently for several years that I have not filed, so I've got to get these.
[AGENT][NEUTRAL] Oh, that's OK.
[AGENT][NEUTRAL] Uh, you can file time we don't have a timely filing limit.
[AGENT][NEUTRAL] OK, you have another uh cancer policy.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] OK, so the first policy that the number that you gave me was for your intensive care and your cancer policy number is 644.
[AGENT][NEUTRAL] Or
[CUSTOMER][NEUTRAL] 644. I'm sorry.
[AGENT][NEUTRAL] 644-5 and 4.
[CUSTOMER][NEUTRAL] 54 OK.
[AGENT][NEUTRAL] OK and then um.
[AGENT][NEUTRAL] You want to go all the way back to [PII] or are you wanting to?
[CUSTOMER][NEUTRAL] No, if you'll just tell me like the last date of service that I filed because I just need to get date on.
[AGENT][NEUTRAL] You've got
[AGENT][NEUTRAL] OK, OK, yes, you need to.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] Excuse me, you just need to go forward from there. I understand. OK, so the last day of service was [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] That was to MD Anderson surgical.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And uh paid in the amount of $2,819.68.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, that was [PII] or [PII]?
[AGENT][NEUTRAL] Let me look again.
[AGENT][NEUTRAL] The [PII].
[AGENT][NEUTRAL] Oh wait, no, there's [PII] on there also.
[CUSTOMER][POSITIVE] OK, yeah, alright, I like that.
[AGENT][NEUTRAL] Um, [PII].
[CUSTOMER][NEUTRAL] OK, probably the first of.
[AGENT][NEUTRAL] Or is it [PII].
[CUSTOMER][NEUTRAL] [PII]. OK.
[AGENT][NEUTRAL] And then you've also got.
[CUSTOMER][NEUTRAL] That'd be [PII]. I was out there for a month.
[AGENT][NEUTRAL] OK, and then you've also got uh data service [PII] on this claim too.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So I was in there 2 years in a row on the [PII], OK.
[AGENT][NEUTRAL] Yeah looks like you just filed a bunch of them together.
[CUSTOMER][NEUTRAL] Uh, anything from
[CUSTOMER][NEUTRAL] OK, so anything from, so you do you show anything from the dates of service [PII] and [PII] or [PII].
[AGENT][NEUTRAL] OK, and then what do you remember the day uh of [PII]?
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] OK, alright, let me look real quick.
[AGENT][POSITIVE] I'll pull these up by date. It'll be easier that way.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, sorry, I just don't wanna double submit anything if I've already done it.
[AGENT][NEUTRAL] No, that's OK.
[AGENT][POSITIVE] I don't mind helping you.
[AGENT][NEUTRAL] OK, nothing submitted for data service of June, I'm sorry, [PII], so let me look at [PII].
[CUSTOMER][NEUTRAL] No
[AGENT][NEUTRAL] And nothing for [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then nothing for [PII] and then what was that second date of June, either the [PII] or.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] It was the [PII], so it would have been together.
[AGENT][NEUTRAL] Right, nothing for that data services either.
[CUSTOMER][POSITIVE] OK, well, I'm just gonna get busy trying to get this together. I appreciate it.
[AGENT][NEUTRAL] OK, all right, was there anything else, Ms [PII], I can help you with before we go?
[CUSTOMER][POSITIVE] No, ma'am. I think that's it. Thank you very much. I'll work on it right now. Thank you.
[AGENT][POSITIVE] You're very, yes ma'am, you're very welcome. You have a wonderful day. Thanks for calling APL. Bye bye.
[CUSTOMER][POSITIVE] Alright have a good day alright bye bye.
[CUSTOMER][POSITIVE] You as well. Yes ma'am.