AccountId: 011433970860
ContactId: c76920e1-a02b-441a-93c9-e03423af3f43
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 358059 ms
Total Talk Time (AGENT): 70324 ms
Total Talk Time (CUSTOMER): 154983 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/29/c76920e1-a02b-441a-93c9-e03423af3f43_20250529T14:53_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL. This is Easy. How can I help you?
[CUSTOMER][NEUTRAL] I'm sorry, I didn't catch your name.
[AGENT][NEUTRAL] Um, it's [PII]. Um it's spelled [PII] and my last initial is [PII].
[CUSTOMER][NEUTRAL] Oh, OK, um.
[CUSTOMER][NEUTRAL] So, um, here's what I have. Um, my, uh, husband has an APL account and I'm trying to upload some doctor's notes for a claim, but I
[CUSTOMER][NEUTRAL] Um, concerned because when they posted this, they said the data service is 912.
[CUSTOMER][NEUTRAL] But uh um
[CUSTOMER][NEUTRAL] If you, if you open that up, what I'm trying to get paid is a, a blood work.
[CUSTOMER][NEUTRAL] Uh, that was done on 10.
[CUSTOMER][NEUTRAL] 30 or 29, 1029.
[CUSTOMER][NEUTRAL] 10:29.
[CUSTOMER][NEUTRAL] Of 24.
[CUSTOMER][NEUTRAL] Um, if I give you the, uh, claim number 360.
[CUSTOMER][NEUTRAL] 3669
[CUSTOMER][NEUTRAL] Is there a way I can add um the doctor's notes to that claim?
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Well, first, ma'am, could I get your name and a good callback number just in case we're disconnected?
[CUSTOMER][NEUTRAL] Um, sure. Uh, my name is [PII].
[CUSTOMER][NEUTRAL] And uh the phone number is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, and, and now, could I get the policy number, please?
[CUSTOMER][NEUTRAL] I'm sorry, 189.
[CUSTOMER][NEUTRAL] 786 5.
[AGENT][NEUTRAL] OK, and please verify your husband's name and date of birth.
[CUSTOMER][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] And his date of birth is [PII].
[AGENT][NEUTRAL] OK. And you said that um you need to add information to a claim?
[CUSTOMER][POSITIVE] That's correct.
[AGENT][NEUTRAL] Um, what's the claim number?
[CUSTOMER][NEUTRAL] 360.
[CUSTOMER][NEUTRAL] 3669
[AGENT][NEUTRAL] OK. What you can do is resubmit uh
[AGENT][NEUTRAL] Well, yeah, resubmit the claim and um just let them know that you're adding additional information for the claim number. Make sure that you reference the claim number.
[CUSTOMER][NEUTRAL] Um, well, but where would I do that? When I upload the file, it doesn't give me any way to reference the claim number.
[AGENT][NEUTRAL] Well, what you'll do is simply write the claim number on the information that you're submitting.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] It's a file I can't add to the file.
[CUSTOMER][NEGATIVE] I downloaded the doctor's notes from, from them, and I can't, I don't think I can edit it.
[AGENT][NEUTRAL] OK. Well, is the date of, is the date of service on the doctor's note?
[CUSTOMER][NEUTRAL] Um, hold on one sec.
[CUSTOMER][NEUTRAL] It is, but you guys put [PII] and it's that's not the data service.
[CUSTOMER][NEUTRAL] It's [PII], so I don't think they'll be able to find it.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Hold on, I might be able to.
[AGENT][NEUTRAL] Yeah, because I am showing a date of service of [PII] where we need additional information.
[CUSTOMER][NEUTRAL] Right, right, I, that's where you need the additional, but that if you look at your, your claim submission it says data services.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Let's see. Let me see if I can.
[CUSTOMER][NEUTRAL] I remember I might be able to save this. Let's see.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] It's.
[CUSTOMER][NEUTRAL] 36036.
[CUSTOMER][NEUTRAL] 602-669.
[CUSTOMER][NEUTRAL] So you're saying if I upload this and I have the claim number on these doctor's notes, they ought to be able to take it from there, yeah?
[AGENT][NEUTRAL] Yes, ma'am. And we'll take it from there anyway because the date of service will match.
[CUSTOMER][POSITIVE] OK. All right. All right, thank you so much. I appreciate your help.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] OK. Is there anything else I can assist you with?
[CUSTOMER][NEUTRAL] Uh, no, that's all.
[AGENT][POSITIVE] OK. Well, I thank you again [PII] and for calling APL. You have a great day. Mm bye.
[CUSTOMER][POSITIVE] Thank you, baby.
[AGENT][NEUTRAL] Mhm. You're