AccountId: 011433970860
ContactId: d11ea62c-e1ea-4ee0-bde5-94dc244ddbaa
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 669929 ms
Total Talk Time (AGENT): 260801 ms
Total Talk Time (CUSTOMER): 238445 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/13/d11ea62c-e1ea-4ee0-bde5-94dc244ddbaa_20250313T20:53_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, I'm uh calling concern a claim I have submitted.
[AGENT][NEUTRAL] OK, yeah, I could check that claim for you. um, what was your name?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] OK and then can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. Do you have your policy number?
[CUSTOMER][NEUTRAL] Uh yes ma'am. 00.
[CUSTOMER][NEUTRAL] 4 31263.
[AGENT][NEUTRAL] OK thank you one moment.
[CUSTOMER][NEUTRAL] I also have a claim number if you.
[AGENT][NEUTRAL] OK, yeah, I can take that.
[CUSTOMER][NEUTRAL] OK, 356-506-1.
[AGENT][NEUTRAL] OK thank you one moment.
[AGENT][NEUTRAL] OK, and I'm just gonna verify some information really quick. Can I get your date of birth please?
[CUSTOMER][NEUTRAL] Uh [PII].
[AGENT][NEUTRAL] Thank you and can I get your mailing address please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect. Alright, thank you so much for verifying that information for me. Alrighty, give me just a moment, let me take a look at this claim for you.
[AGENT][NEUTRAL] OK, so it looks like we're missing some information um whenever you're ready I can let you know exactly what it is that we're needing.
[CUSTOMER][NEUTRAL] Well, I'm ready, but I, I'm ready for about this freaking information too, but you go ahead and tell me what you need.
[AGENT][NEUTRAL] Yes sir, OK, so we would need the itemized bill.
[AGENT][NEUTRAL] That shows
[CUSTOMER][NEUTRAL] You've got that
[AGENT][NEUTRAL] Itemized bill that shows uh diagnosis and procedure codes that's what you sent to us?
[CUSTOMER][NEUTRAL] That's been
[CUSTOMER][NEGATIVE] I've done some a freaking mess. I got copies of it was sent, you know.
[AGENT][NEUTRAL] And they show those diagnosis and procedure codes?
[CUSTOMER][NEUTRAL] As far as I know I did.
[AGENT][NEUTRAL] OK, if you'll give me one moment I'm gonna put you on a hold so we can review what was sent and we'll be able to let you know for sure. Give me just a moment.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][POSITIVE] Good afternoon. Thanks for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hi [PII], this is [PII] over on the care team. How are you?
[CUSTOMER][POSITIVE] I'm doing good how are you?
[AGENT][NEUTRAL] Doing all right thank you. I've got a member on the line um and he's calling regarding a claim it looks like we're just missing some information um that he is.
[CUSTOMER][NEUTRAL] Is that policy number?
[AGENT][NEUTRAL] Yes, uh, that is 431-263.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and it's part one, part two?
[AGENT][NEUTRAL] It is part one and I do have that claim number.
[CUSTOMER][NEUTRAL] OK, I'm ready for the claim number.
[AGENT][NEUTRAL] That is 356-506-1.
[AGENT][NEUTRAL] I told him that information it's showing that we're missing that he is adamant that he did send that to us so he is really wanting to review what was submitted.
[CUSTOMER][NEUTRAL] Uh, give me one second.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] 221 221.
[CUSTOMER][NEUTRAL] So it looks like we just paid something. Give me one second to pull that information up for that date.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] 383 7.
[CUSTOMER][NEUTRAL] Yeah, looks like we've already paid it, but you can send them on over if you need to.
[AGENT][NEUTRAL] No, that's OK um which claim are you showing?
[CUSTOMER][NEUTRAL] Uh, 3837, the one ending in 3837, we mailed him a payment, uh, for $7,628.10.
[AGENT][POSITIVE] OK, so he must not have received that yet, um, OK, I appreciate you looking at that for me. Thank you.
[CUSTOMER][NEUTRAL] Yeah, looks like it was processed on the [PII], which was yesterday.
[AGENT][POSITIVE] Got you alright I sure appreciate your help thank you.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] No problem bye bye.
[AGENT][NEUTRAL] Alright, bye.
[AGENT][POSITIVE] Alrighty, I'm so sorry about that wait. Are you still with me?
[CUSTOMER][NEUTRAL] Yes, ma'am, I am.
[AGENT][NEUTRAL] OK, so, um, let's see, I do show where you have sent that information in it was separate from this claim, so you gave me the original claim number, so I guess afterward you had sent that information we did receive it and we did send a payment of $7,628.10 for uh from a check in the mail and it looks like that was just issued yesterday.
[CUSTOMER][NEUTRAL] OK, so my claim is paid then.
[AGENT][NEUTRAL] Yes, so let me give you this updated claim number it is different than the one that you had given me.
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] OK, let me
[AGENT][NEUTRAL] Sure, just so you've got it for your records.
[CUSTOMER][NEUTRAL] All right, let me
[CUSTOMER][NEUTRAL] Let me, let me get her 00.
[CUSTOMER][NEUTRAL] May get
[CUSTOMER][NEUTRAL] Get my pen.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Now what's this number for?
[AGENT][NEUTRAL] This is the claim number so you had given me that original claim information that you submitted this is the claim number with that updated information that we were missing.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Yes sir. Are you ready for it?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, that is 35.
[AGENT][NEUTRAL] 73.
[CUSTOMER][NEUTRAL] Do what? Start over, please.
[AGENT][NEUTRAL] 80 sorry, yes, sir. So that's 3.
[AGENT][NEUTRAL] 5
[AGENT][NEUTRAL] 7
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 3
[AGENT][NEUTRAL] 8
[AGENT][NEUTRAL] 3
[AGENT][NEUTRAL] 7.
[CUSTOMER][NEUTRAL] OK, that's 357-383-7.
[AGENT][POSITIVE] Correct, yes sir.
[CUSTOMER][NEUTRAL] OK. All right.
[AGENT][POSITIVE] And that that check was just mailed out yesterday, so hopefully you should be receiving that soon.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] That would be the [PII] correct?
[AGENT][NEUTRAL] Yes sir, [PII] was when that was issued.
[CUSTOMER][NEUTRAL] Male [PII].
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, now how much did you say it was for?
[AGENT][NEUTRAL] Sure, so that's 7000.
[AGENT][NEUTRAL] 600
[AGENT][NEUTRAL] $28.10.
[CUSTOMER][NEUTRAL] OK. All right. Um.
[CUSTOMER][NEUTRAL] OK, that, um, can you tell whether they paid mileage on that check or not?
[AGENT][NEUTRAL] Um, for the transportation you mean?
[CUSTOMER][NEUTRAL] Uh, transportation, yes, ma'am.
[AGENT][NEUTRAL] Let me see if that benefit was on here. Give me just a moment.
[AGENT][NEUTRAL] Yes, absolutely we've got 123456 separate, uh.
[AGENT][NEUTRAL] Transportation benefits on here, yes sir.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. All right.
[CUSTOMER][NEUTRAL] Well, I'll tell you what, I've had this policy for.
[CUSTOMER][NEUTRAL] Gosh, probably.
[CUSTOMER][NEUTRAL] I have [PII] I'm and uh wound up with prostate cancer and I had really forgot about that I even had it, you know, and.
[AGENT][NEUTRAL] Oh, yeah, yeah, it happened.
[CUSTOMER][NEUTRAL] And so, but now they had paid a little claim, skin cancer claim on me a couple of times it was just real small. And anyway, when I stop, you know, I didn't have a bit of trouble out of the paying that's when I was paying out of the [PII] office and uh.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] They, uh, I didn't have a bit of trouble out of it. Send them information, you know, that they asked for, but now on this right here, it ain't been nothing but a headache, you know, and uh.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Well, yeah, and I, I think most of the trouble with these, well, where we need that more information is with the radiation and or chemotherapy does require more information. Um, but I mean, we got it all and you are all set. So, and yeah, there's no timely filing limit. So if you think of anything else or anything else comes up, you just get that to us as soon as you're able to.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Well, as the, as of right now, um, I took the radiation treatments. As a matter of fact, I gotta go back to my doctor, um.
[CUSTOMER][NEGATIVE] Uh, next Wednesday and so far my PSA has been down. I hope I'm fine, you know, I hope I won't.
[AGENT][POSITIVE] Oh, me too, absolutely.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] But OK then but my check has went out.
[AGENT][NEUTRAL] Yes sir and mailed out yesterday.
[CUSTOMER][POSITIVE] OK dokey then. Well, I, I appreciate.
[AGENT][POSITIVE] All right, I'm so sorry about that confusion. Yes sir, was there anything else I could help you with?
[CUSTOMER][POSITIVE] No, ma'am, that's all. Thank you very much here.
[AGENT][POSITIVE] All right, yes, absolutely. Thanks for giving us a call. Have a great day.
[CUSTOMER][NEUTRAL] Hey, what's your name?
[AGENT][NEUTRAL] My name is [PII]. It's [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][POSITIVE] OK. OK, [PII]. You have a great day.
[AGENT][POSITIVE] You too thank you sir bye bye.
[CUSTOMER][POSITIVE] Bye bye thanks.
[AGENT][POSITIVE] Thank you.