AccountId: 011433970860
ContactId: da3c0de9-1d26-43f6-b713-b7bb8e2adef1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 329480 ms
Total Talk Time (AGENT): 104976 ms
Total Talk Time (CUSTOMER): 160259 ms
Interruptions: 1
Overall Sentiment: AGENT=0.7, CUSTOMER=-0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/25/da3c0de9-1d26-43f6-b713-b7bb8e2adef1_20250225T22:05_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEGATIVE] Hey [PII], my name's [PII]. Hey, I just talked to the medical records people and because I knew they had mailed me a disk. They sent it to me. They're supposed to fax 76 pages to you guys. I found out you didn't get them. They said they could email them to me and I could send them, but if I mailed you guys a disk, would that be OK?
[AGENT][NEUTRAL] Is it what wait a minute, so was there like a claim and something additional was being asked or you're just trying to send in your record?
[CUSTOMER][NEGATIVE] Yeah, no, you guys didn't have my admission date and um discharge date and time on the UB.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] And then instead of sending faxing you guys like they were supposed to, they ended up mailing me a CD.
[AGENT][NEUTRAL] They sent it to you.
[CUSTOMER][NEUTRAL] Which I can mail to you if you guys accept that.
[AGENT][NEGATIVE] There, there, there's nowhere for us to use the, the CD, um.
[CUSTOMER][NEUTRAL] That's what I figured. So.
[AGENT][NEUTRAL] Let me pull up your, um, let me pull up your policy and see what was asked for so I know what was needed.
[CUSTOMER][NEUTRAL] Alright, I don't have my policy number in front of me cause I'm not home now, but.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Oh, it's OK. I can, I can look your policy up with your social if you like.
[CUSTOMER][NEUTRAL] I can give you
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Are you ready?
[AGENT][POSITIVE] Yes, ma'am, I'm ready.
[CUSTOMER][NEUTRAL] That's [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEGATIVE] No, I know exactly what you guys need and they were supposed to fax 76 pages to you and then they told me, oh, they wouldn't do that. I just found out today no they wouldn't do it, so they mailed me a disk but you guys can't accept the disk, right?
[AGENT][NEUTRAL] Right, um,
[AGENT][NEUTRAL] Hold on. What's your last name, [PII]?
[CUSTOMER][NEUTRAL] [PII], but I'm [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] That's correct.
[AGENT][NEUTRAL] Right, OK. Hold on one moment.
[AGENT][NEUTRAL] I'm just waiting for it to come up here, here we go.
[AGENT][NEUTRAL] It just popped up. Hold on one second.
[AGENT][NEUTRAL] And I just need you to verify your date of birth, your mailing and email address on file.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And my email is [PII].
[AGENT][NEUTRAL] Thank you for that, and all the information provided is a verification of benefits, not a guarantee of payment. So yeah, the disc with your medical records, I mean, that's not going.
[AGENT][NEUTRAL] Honestly, that's not what's.
[CUSTOMER][NEGATIVE] You guys can't utilize that at all?
[AGENT][NEUTRAL] We're not asking for the medical records, we just needed the itemized bill with the admission date.
[CUSTOMER][NEUTRAL] I know exactly and what I'm telling you, if you look um ever many, I pay claims myself, but if you look at my past notes.
[CUSTOMER][NEUTRAL] The UV Saint Luke's does not provide that on the UV. The only way you can attain that is from medical records. That's why I got the medical records request.
[CUSTOMER][NEGATIVE] I've been dealing with this. This was back in April. This is getting old.
[AGENT][POSITIVE] I understand. I just wanna get you, so we don't have to keep going through this.
[CUSTOMER][NEGATIVE] So if if I mail you the medical, the disk with my medical records, you guys won't accept that?
[AGENT][NEGATIVE] Well, not that we, we can't. So like we work from home, we have a laptop and two screens. There's no way to put, there's no way to put the disk.
[CUSTOMER][NEUTRAL] I understand I pay claims from home. OK, what email would be a good one? They can email them to me as well. I can forward the email, but I need to know where to send it.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, you can send it to [PII]
[CUSTOMER][NEUTRAL] Give me a second. No, give me a second.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII],
[AGENT][NEUTRAL] [PII],
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And is that all lower case?
[AGENT][NEUTRAL] Oh, it doesn't matter.
[CUSTOMER][NEUTRAL] Alright, [PII].
[AGENT][NEUTRAL] Yes, that's
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] OK, and what was your name again? I'm sorry.
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][POSITIVE] All right, [PII], thank you.
[AGENT][POSITIVE] You're welcome, [PII]. Was there anything else I can help you with today?
[CUSTOMER][POSITIVE] No, that'll be it. Thanks.
[AGENT][POSITIVE] Alright, thanks for calling [PII] bye bye.
[CUSTOMER][NEUTRAL] Bye.