AccountId: 011433970860
ContactId: d2d8a589-d303-4a50-b026-97c6555b67f7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 209059 ms
Total Talk Time (AGENT): 81398 ms
Total Talk Time (CUSTOMER): 94587 ms
Interruptions: 2
Overall Sentiment: AGENT=1.3, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/27/d2d8a589-d303-4a50-b026-97c6555b67f7_20250127T20:25_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Uh, hello. I filed a claim um regarding some therapy, physical therapy, and on the explanation of benefits that I received after your review.
[CUSTOMER][NEUTRAL] Uh, it says remark description. Please provide a diagnosis code for this data of service. This information may be obtained from your physician. Can I upload the diagnostic to the website or I have to file a new claim? How can I add the documents?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, I can give you instructions. May I have your name and a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] OK, it's [PII]
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK, and a callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you, Miss uh [PII]. OK, so, um, whenever we need just the diagnosis code, you can upload that information on the website if you have registered online, um.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Either you can just write it out and send us something in writing when your signature indicating that the code or you can send us the itemized bill with the diagnosis code.
[CUSTOMER][NEUTRAL] Mm, oh, OK, but I mean it's not letting me upload it to the same claim, so I have to upload, just upload the documents.
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] New.
[CUSTOMER][NEUTRAL] Uh, like everything.
[AGENT][POSITIVE] Yes, you will do it as a new one and we'll put it together.
[CUSTOMER][NEUTRAL] Uh, just, just the diagnosis. I don't need to submit the rest of the documentation again, no?
[AGENT][NEUTRAL] Um, if that's the only thing we're asking, then that will be the only thing you need to submit. I can check and see if that's the only thing we are asking for. Do you have the policy number, Ms. [PII]?
[CUSTOMER][NEUTRAL] Or do I have to send everything?
[CUSTOMER][NEUTRAL] Yeah, it's um
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] 23
[CUSTOMER][NEUTRAL] 53132.
[AGENT][NEUTRAL] OK, thank you. One moment.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And I just uploaded the doctors.
[CUSTOMER][NEUTRAL] The doctor's order, the
[CUSTOMER][NEUTRAL] Instructions.
[AGENT][NEUTRAL] May I have your date of birth, mailing address and email address for verification?
[CUSTOMER][NEUTRAL] Oh no, I made it. That's not it.
[CUSTOMER][NEUTRAL] Uh, yes, it's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] The email address and your birthday?
[CUSTOMER][NEUTRAL] Email address is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Yeah, it looks like the only thing they were asking for was the diagnosis code. I don't see anything else they're asking for.
[CUSTOMER][NEUTRAL] Oh, OK, yeah.
[CUSTOMER][NEUTRAL] Yeah, I have it here. I just uploaded the incorrect one. OK, so I just have to upload it and that's it.
[AGENT][NEUTRAL] Yeah, that's all you need to do. Um, yes, once, uh, they are ready to process the claim, which it usually takes 7 to 10 business days, they will go ahead and put it together with the same date of service and the information we already have in the system.
[CUSTOMER][NEUTRAL] And they know that it's related to.
[CUSTOMER][POSITIVE] OK that's perfect. OK, I'll do so. Thank you.
[AGENT][POSITIVE] You're welcome. Is there anything else I can help you with today, Mr. [PII]?
[CUSTOMER][NEUTRAL] No, that's it.
[AGENT][POSITIVE] OK, thank you for calling APO. Have a good day.
[CUSTOMER][POSITIVE] Thank
[AGENT][NEUTRAL] Mhm