AccountId: 011433970860
ContactId: d79d84cc-cf6e-47fc-8a77-9a3695226d21
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 660989 ms
Total Talk Time (AGENT): 159009 ms
Total Talk Time (CUSTOMER): 176600 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/29/d79d84cc-cf6e-47fc-8a77-9a3695226d21_20250429T13:12_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] How are you doing? My name is [PII].
[CUSTOMER][NEUTRAL] I called like a week ago for a claim that uh from [PII].
[CUSTOMER][NEUTRAL] And they gave me the information where to send the bill.
[CUSTOMER][NEUTRAL] Uh, so I mailed it well my wife emailed it or something like that.
[CUSTOMER][NEUTRAL] So I wanted, I'm calling to see if you guys uh received it.
[AGENT][NEUTRAL] OK, do you have a phone number I can get in case we get disconnected I can call you back?
[CUSTOMER][NEUTRAL] Yes ma'am, [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And do you have your policy number?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Uh ta ta ta.
[CUSTOMER][NEUTRAL] Uh, the group number?
[AGENT][NEUTRAL] Uh, it should say like policy certificate number, inpatient, outpatient.
[AGENT][NEUTRAL] Number
[AGENT][NEUTRAL] It'd be like
[CUSTOMER][NEUTRAL] OK, plan.
[AGENT][NEUTRAL] 0201, something like that.
[CUSTOMER][NEUTRAL] OK, and hospital benefit card number right? cert number.
[AGENT][NEUTRAL] Yes, uh, yes, sir.
[CUSTOMER][NEUTRAL] OK, 016.
[CUSTOMER][NEUTRAL] 59701.
[CUSTOMER][NEUTRAL] ML 7.
[AGENT][NEUTRAL] Thank you. Hold on one moment, please.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] And what's your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And can I verify your address and
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. Do you have an email address you would like to give us?
[CUSTOMER][NEUTRAL] Uh [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, I'll add that to the system for you.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Thank you, Mr. [PII]. And you were calling to see if we received the claim that was sent in?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, hold on just a moment. I'll look that up for you.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK, do you know what data service it was for?
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] I don't remember right now.
[CUSTOMER][NEUTRAL] I mean I'm not at home
[CUSTOMER][NEUTRAL] Let me see if I can call my wife.
[AGENT][NEUTRAL] Hold on just a second. Let me look.
[AGENT][NEUTRAL] Was it for this year?
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] I can drive to my house right quick and.
[CUSTOMER][NEUTRAL] Leave it alone.
[AGENT][NEUTRAL] When did she send the claim in?
[CUSTOMER][NEUTRAL] Uh, last week.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] Sorry
[CUSTOMER][NEUTRAL] Eh? Alright.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] I'm not showing we received anything lately on your policy. Uh, how did she send it?
[CUSTOMER][NEUTRAL] Uh, if you give me a chance.
[CUSTOMER][NEUTRAL] I can uh go find out right now.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let me go, let me run to the house right quick.
[CUSTOMER][NEUTRAL] And I could just also give you the exact date of the uh.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Quickly
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] To
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] For that for that.
[CUSTOMER][NEUTRAL] That's what he does all the time.
[CUSTOMER][NEUTRAL] Give me 1 2nd, I'm almost there.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Hey, when did you send the thing for the APL?
[CUSTOMER][NEUTRAL] Huh?
[CUSTOMER][NEUTRAL] Like a week ago
[CUSTOMER][NEGATIVE] Yeah but they I haven't received anything.
[CUSTOMER][NEUTRAL] Yeah, can you send the information again and you can do it again or?
[CUSTOMER][NEUTRAL] You, you need the uh date of the uh.
[AGENT][NEUTRAL] The date that you went to the doctor, yes.
[CUSTOMER][NEUTRAL] A service
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Let me see that.
[CUSTOMER][NEUTRAL] Oh this is
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEGATIVE] No, I'm not showing that we received anything.
[CUSTOMER][NEUTRAL] Can you send it again and I'll, and I'll redo it.
[CUSTOMER][NEUTRAL] And she again?
[CUSTOMER][NEUTRAL] Can, can you send her back the information so you can do it again?
[AGENT][NEUTRAL] What information was, what information was sent to her. All we need is an itemized bill.
[CUSTOMER][NEUTRAL] Or to send it to?
[AGENT][NEUTRAL] That has procedure codes, diagnosis codes, charges on it, and we need explanation of benefits from the primary insurance.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] The only thing that I sent was uh his uh his name and um.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] How much was the bill?
[AGENT][NEUTRAL] Yeah, we need more information than that to process a claim. We would need an itemized bill.
[AGENT][NEUTRAL] That has procedure codes, diagnosis code, and charges, and the explanation of benefits from the primary insurance.
[CUSTOMER][NEUTRAL] OK, well, uh, where can I get that?
[AGENT][NEUTRAL] You would have to call and get the itemized bill from the provider.
[AGENT][NEUTRAL] And then you would have to get your explanation of benefits from your primary insurance.
[CUSTOMER][NEUTRAL] Can I just send you a um the insurance card and just bill them again?
[CUSTOMER][NEUTRAL] That's a lot.
[AGENT][NEUTRAL] We, you have to send the bills in for us to process the claim.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK, uh, where can I send it?
[AGENT][NEUTRAL] Ma'am.
[CUSTOMER][NEUTRAL] Where can I send it?
[AGENT][NEUTRAL] You can mail it, fax it, or uh upload it on our online service center.
[AGENT][NEUTRAL] Our online service center is secured.
[AGENT][NEUTRAL] S E C U R E D.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Hold on, hold on, I don't.
[CUSTOMER][NEUTRAL] Hold on.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Secured.
[CUSTOMER][NEUTRAL] OK, well, what is it?
[AGENT][POSITIVE] Secured.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Uh-huh. [PII].
[CUSTOMER][NEUTRAL] Because
[CUSTOMER][POSITIVE] Secure.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]. Yes, ma'am.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'll send you that now.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Is there anything else I can help you out with?
[CUSTOMER][POSITIVE] No, that was it. Thank you.
[AGENT][POSITIVE] Thank you, Mr. [PII] for calling APA. You have a good day.
[CUSTOMER][NEUTRAL] So now.
[AGENT][POSITIVE] Thank you. Bye bye.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] You