AccountId: 011433970860
ContactId: d675d205-0f09-47ec-a0d9-de4fe7b08ea5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 387829 ms
Total Talk Time (AGENT): 160466 ms
Total Talk Time (CUSTOMER): 161849 ms
Interruptions: 6
Overall Sentiment: AGENT=2.6, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/06/d675d205-0f09-47ec-a0d9-de4fe7b08ea5_20250106T17:17_UTC.wav
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[AGENT][NEUTRAL] Hi, thanks for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Hey [PII], how are you? This is uh [PII].
[AGENT][POSITIVE] How wonderful.
[CUSTOMER][NEUTRAL] Um, I'm calling because I received this document that says that uh please provide a copy of your explanation of benefit from your primary insurance carrier from a claim that I was submitted maybe by the ambulance.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, emergency ambulance that I received, um.
[CUSTOMER][NEUTRAL] So where do I submit this uh.
[CUSTOMER][NEUTRAL] Explanation of benefits. So where do I send it, send it via email, fax?
[AGENT][NEUTRAL] Oh OK, yeah, absolutely, so I would love to give you that information. Um, we have a fax and we have a mailing address you can send it to, um, and then we also have an online portal if you want me to look up your account and help you with the online portal, but we have those three ways to remit the information.
[CUSTOMER][NEUTRAL] On the online portal too, OK, that'll be better.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] What do you need from me? group?
[AGENT][NEUTRAL] Um, so do you, I guess.
[AGENT][NEUTRAL] Um, your policy number, if you know it off the top of your head. If not, I can take that claim number off the EOB and find your policy.
[CUSTOMER][NEUTRAL] The claim number here is 35448.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 01.
[AGENT][POSITIVE] Perfect. Give me just a couple of moments, please.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] And Mr. [PII], could you verify for me please, your first name and your date of birth?
[CUSTOMER][NEUTRAL] Yes, [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Wonderful, thank you so much. And then would you also be able to verify for me please your mailing address on file?
[CUSTOMER][NEUTRAL] Mailing address you should have my, I don't know if it's work is the [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, so that's work.
[AGENT][POSITIVE] Perfect. And then just the phone number and then your street address, please?
[CUSTOMER][NEUTRAL] My phone number [PII].
[AGENT][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] And this is that, OK, and the street address [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect, thank you and.
[CUSTOMER][NEUTRAL] Uh.
[AGENT][NEUTRAL] Alright, so it looks like you already have an online account with us, um, and I can help you with your username if you need it, um, and then from there you can reset the password.
[CUSTOMER][NEUTRAL] I think so.
[CUSTOMER][NEUTRAL] OK, we'll stay online. Yeah, I think I can go to it, yeah, hold on.
[CUSTOMER][POSITIVE] Oh alrighty have here.
[CUSTOMER][NEUTRAL] Hold on.
[CUSTOMER][NEUTRAL] Should I be no what is it? The, the IPL Secure here then.
[AGENT][NEUTRAL] It's uh [PII].
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] Right, [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK, yes, I'm logging.
[AGENT][POSITIVE] Awesome perfect so um from there there should be something that says like upload claims or upload documents and you can just attach like a PDF PDF copy of your um of your EOB from your major medical there and just submit it and what they'll do is when they get it they're gonna look at the service date and they're gonna find what claim it attached to and they will be able to reprocess uh that claim.
[CUSTOMER][NEUTRAL] Hello, uh, you can receive it.
[AGENT][NEUTRAL] And what I'm gonna do is just so you can have it on file, Mr. [PII] is I have um an individual user guide that just kind of goes over all the different functionalities of your online service center profile so that way if you're in a situation and you need to know like how to do something you do have a reference tool on hand.
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] OK, hold on, because I, I, I'm trying to, it, it gave me uh the verification code here one second.
[AGENT][POSITIVE] Oh, no worries. Take your time.
[CUSTOMER][NEUTRAL] OK, sorry, sorry, sorry.
[CUSTOMER][NEUTRAL] OK, confirm.
[CUSTOMER][NEUTRAL] Alright, alright.
[CUSTOMER][NEUTRAL] Uh, so you were saying again to go where?
[AGENT][NEUTRAL] Um, yes, so there should be something that says like upload documents or my claim documents and it's.
[CUSTOMER][NEUTRAL] OK, I'm.
[CUSTOMER][NEUTRAL] Claim form
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] No I see.
[AGENT][NEUTRAL] Say like my claims upload documents then it yes.
[CUSTOMER][NEUTRAL] Uh upload files, uh, upload documents, uh-huh, OK.
[AGENT][POSITIVE] Yep, yep, and you just have to, you don't need anything else besides just that EOB and when you submit it, they'll figure out exactly where it needs to go.
[CUSTOMER][NEUTRAL] I, I don't need to just upload the document and that's it.
[AGENT][NEUTRAL] Yep, and they'll see that date of service they'll match it to other claims so that date of service they'll see you had a claim that requested the EOB and they'll know exactly what to do with it.
[CUSTOMER][NEUTRAL] Oh yeah.
[CUSTOMER][NEUTRAL] The thing is that the requested explanation of benefits deplanation of benefits has a few.
[CUSTOMER][NEUTRAL] Change, uh, maybe I blow also a copy of the document that uh that where it says that.
[AGENT][POSITIVE] Yeah, if you have, if you have that there, you absolutely that the more information isn't gonna hurt, it can only help.
[CUSTOMER][NEUTRAL] And they'll figure it out that way they can figure it out.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Yeah, so I just scanned everything and upload it. OK, got you, thank you for your help. I appreciate it. That's what I need to do.
[AGENT][POSITIVE] Perfect. Hey, it's my pleasure. Is there, OK, well, if you need anything else just give us a call. We're always here to help you, OK?
[CUSTOMER][POSITIVE] All right great thank you mhm bye bye.
[AGENT][POSITIVE] My pleasure. Bye-bye.