AccountId: 011433970860
ContactId: ceeea19e-3b69-46c1-880f-68f3f58fa4af
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 251589 ms
Total Talk Time (AGENT): 151078 ms
Total Talk Time (CUSTOMER): 79266 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/23/ceeea19e-3b69-46c1-880f-68f3f58fa4af_20250123T14:43_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, I've got a claim number I'd like to check in on.
[AGENT][POSITIVE] Well, it would be my pleasure.
[CUSTOMER][NEUTRAL] And see what I need to do.
[AGENT][POSITIVE] I apologize. I didn't mean to interrupt you, but it would be my pleasure to assist you today.
[AGENT][NEUTRAL] Do you have the claim number? Mhm.
[CUSTOMER][NEUTRAL] OK, uh, 3.
[CUSTOMER][NEUTRAL] Yep, 3541509.
[AGENT][NEUTRAL] And what is your name and date of birth?
[CUSTOMER][NEUTRAL] My name is [PII]. My date of birth is [PII].
[AGENT][NEUTRAL] Thank you, Ms. [PII]. And do you mind verifying your date of, I'm sorry, current mailing address and phone number?
[CUSTOMER][NEUTRAL] Uh, current mailing address is uh [PII], and my phone number, I believe you have uh [PII].
[CUSTOMER][NEUTRAL] And if you don't have that it's [PII].
[AGENT][NEUTRAL] That's the number we have on file and we also have a Gmail. Do you mind verifying your Gmail address?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] OK, so with this claim number that you gave me for data service 2524 for Ascension Saint John Medical Center, we're needing the diagnosis code. Now, the diagnosis code is
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] The reason that the services were performed.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me see, I see that you submitted.
[AGENT][NEUTRAL] A claim document.
[AGENT][NEUTRAL] Let me just check that document real quick for you.
[AGENT][NEUTRAL] And I tell you the easiest way to get that diagnosis code is.
[AGENT][NEUTRAL] You can request from them from the facility.
[AGENT][NEUTRAL] A form called a UB 04. That's U as in umbrella, B as in Bravo, 04.
[AGENT][NEUTRAL] And on that UBO4, they will have the diagnosis code listed as well.
[CUSTOMER][NEUTRAL] UBO4
[AGENT][NEUTRAL] Yes ma'am, so if you call the Ascension Saint John Medical Center and just requested that UBO4.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then you can just upload it on your policy.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEGATIVE] Is there anything else I, yes, ma'am. Unfortunately, those itemized bills do not have the diagnosis codes listed on the itemized bills. Um, I wish they would do that. It would make it so much easier, but the UBO for.
[CUSTOMER][NEUTRAL] I can do that.
[CUSTOMER][NEUTRAL] There.
[AGENT][NEUTRAL] We'll have the information needed.
[CUSTOMER][NEUTRAL] Yeah, I'm fixing to go through this again for this year so I need to get everything all taken care of. They didn't send me a bill until November for last February, so.
[AGENT][NEUTRAL] They do take their time, but then when they send it they want it now, don't they?
[CUSTOMER][POSITIVE] Yes, they do. Yes, they do.
[AGENT][NEUTRAL] And, and also just for future reference, they can actually file claims for you. Your medical providers can file the claims for you and we can pay them direct.
[CUSTOMER][NEGATIVE] Yeah, I tried to do that and they sent me a bill and put me in collections.
[AGENT][POSITIVE] Oh my goodness. So yeah, you, so now you're like, mm, I'm not gonna wait for y'all, right?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Right, that's, that's the problem, and I, and I told them, you put me in collections, they go, oh no, that's not collections, that's us. I'm like going, this says collections on it, so I'm just trying to.
[AGENT][NEUTRAL] Collections is collections regardless of what company is for, right? And we worked too hard to keep our credit scores up, right?
[CUSTOMER][NEUTRAL] Yeah, and I don't need my
[CUSTOMER][POSITIVE] Exactly, especially in this time and days.
[AGENT][NEUTRAL] Oh, of course, absolutely. Well, if you can get that UB04 UBO4 from them that will have the information needed to complete the processing.
[CUSTOMER][POSITIVE] All right thank you.
[AGENT][POSITIVE] It's my pleasure, Ms. [PII]. Anything else I can help you with today?
[CUSTOMER][POSITIVE] That'll be it thank you.
[AGENT][POSITIVE] And thank you for calling APL. You have a wonderful day. Stay warm.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye-bye.