AccountId: 011433970860
ContactId: d363db1e-a677-4a9e-96fa-22212dc8b342
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 174100 ms
Total Talk Time (AGENT): 63518 ms
Total Talk Time (CUSTOMER): 98120 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/16/d363db1e-a677-4a9e-96fa-22212dc8b342_20250416T18:30_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEGATIVE] Um, yeah, I just had a question because, um, I had a bill that I had submitted through you guys and when I had this appointment they originally told me I had no bill, um, but now I keep getting a bill from them so I just wanna find out um if you guys actually covered it or if you're not why it wouldn't be covered.
[AGENT][NEUTRAL] Um, yes, ma'am. I can assist you with claim status. Um, first, could I get your name and a good callback number?
[CUSTOMER][NEUTRAL] Um, yeah, my name's [PII], and then my number is [PII].
[AGENT][NEUTRAL] OK. Thank you, [PII]. Now, I need your policy number, please.
[CUSTOMER][NEUTRAL] Um, um, 02545322.
[AGENT][NEUTRAL] Thank you. Now, please verify your date of birth and your mailing address.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. Now, please verify your email address to make sure we have the correct one on file.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] OK. And what's the date of service on the claim you're calling about?
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] Well, the statement they, they just, so the procedure was [PII].
[AGENT][NEUTRAL] OK, so that's the date of service on the claim, [PII].
[CUSTOMER][NEUTRAL] Yeah, yeah, I have.
[CUSTOMER][NEUTRAL] Yeah, well that was the date I went in.
[CUSTOMER][NEUTRAL] And had everything done.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Yeah, I'm not showing that claim on file. They haven't filed a claim with us yet.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Really? OK, I literally just called them and I gave them all the information for them to file with you, so can I file it or do I need to call them?
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Um, you can file the claim yourself. What you would need to do is submit the explanation of benefits from your primary insurance company, and you would need to get documentation from the provider with your diagnosis code on there and submit that information and um once the claim processes, the benefit if it's um approved will go to you.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, no problem. I will um take care of that then. Thank you.
[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] for calling APL. You have a great rest of your day. Mm bye.
[CUSTOMER][POSITIVE] Thanks you too bye.