AccountId: 011433970860
ContactId: dc095dac-783a-4fbb-9381-be82657ded4e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 365350 ms
Total Talk Time (AGENT): 137664 ms
Total Talk Time (CUSTOMER): 161095 ms
Interruptions: 1
Overall Sentiment: AGENT=0.9, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/12/dc095dac-783a-4fbb-9381-be82657ded4e_20250312T19:33_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][NEUTRAL] Hey, [PII], my name is [PII]. Um, I spoke with [PII] in Can yesterday and she was asking me for more information, which I have sent to her. Is it possible to speak with her or do I need to just give you all that information?
[AGENT][NEUTRAL] Oh no, you said [PII]. I can try to reach her for you. You said [PII]?
[CUSTOMER][NEUTRAL] Yes, uh-huh.
[AGENT][NEUTRAL] OK, um, and you said your name is [PII], right?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] And [PII], may I have, are you the group number or the policy number?
[CUSTOMER][NEUTRAL] It's that policy number is 217-074.
[CUSTOMER][NEUTRAL] 07 uh let me look real quick.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] 217-0749
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so I don't know if she may just be on break. She was active about 4 minutes ago, so she may be on break. I can, if, if you like, I can send her an email to give you a call once she returns from break. I'm assuming it's break.
[CUSTOMER][NEUTRAL] Well,
[CUSTOMER][NEUTRAL] She, um, I had
[CUSTOMER][NEUTRAL] I had sent in uh a claim and I was told I needed to send in the EOB, which I did. And then she called me yesterday and she said, I need a pathology report, which I did send what I had, which was a surgeon's report, but not the actual pathology report. And I told her that I would try and get that. I was really struggling getting it from my doctor. Um, I had switched doctors and so I was having trouble getting it from the previous doctor. And
[AGENT][NEUTRAL] Oh, from the previous, OK.
[CUSTOMER][NEUTRAL] Yes, and I, I did get it and um she said that uh she was gonna talk to her supervisor on Monday if she didn't have anything.
[CUSTOMER][NEUTRAL] Back from me and see if it would be approved on based on what everything that they had at any rate I did send the pathology report and it should be in I uploaded it just a bit ago so it should be there um but in the meantime I did get a um.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] A text saying that my case had been processed and closed so.
[CUSTOMER][NEUTRAL] I'm, I, I'm assuming that was.
[CUSTOMER][NEUTRAL] What, I mean, it's the same case, it's just more information was needed, so.
[AGENT][NEUTRAL] More information. OK. So I do see um,
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Hold on one moment.
[AGENT][NEUTRAL] Let me do it this way.
[AGENT][NEUTRAL] Before I give the information, I just need you to verify your date of birth, your mailing and email address on file.
[CUSTOMER][NEUTRAL] My date of birth is [PII] and my email is [PII] and mailing address is [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. So I, from the documents that I see, um, it's about 4 pages, let me see, it just came in.
[AGENT][NEUTRAL] Today
[CUSTOMER][NEGATIVE] It should just be 2 pages of what I sent today.
[AGENT][NEUTRAL] Oh, well, two of them is like the, the, one of them is that that first cover sheet and then like a blank page after that and then it's the pathology report.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Yeah, for, for some reason it's like a cover page and then like a a blank sheet and then it goes into the
[AGENT][NEUTRAL] Um, the patient info with the pathology and everything, um, and the, the diagnosis. So let me
[CUSTOMER][NEUTRAL] Pathology.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I mean, this is the pathology report.
[CUSTOMER][NEGATIVE] And then the EOB was, yeah, and then the EOB was sent because they needed that too and that was sent I believe on the [PII], resent on the [PII] I had sent it prior to because then I got a letter saying they needed the EOB so I sent it again.
[AGENT][NEUTRAL] So let me check on the EOB for you. Hold on one second. So what's this one?
[AGENT][NEUTRAL] The EOB
[AGENT][NEUTRAL] Hold on one moment. It looks like it's on hold, but I'm trying to see why probably hold on one second, I uh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] They might have been waiting for the uh.
[CUSTOMER][NEUTRAL] For the pathology.
[AGENT][NEUTRAL] Yeah, that's what it's for. So,
[AGENT][NEUTRAL] The, um, hold on one moment, I'm flipping between screens. I'm sorry.
[CUSTOMER][NEUTRAL] That's OK.
[AGENT][NEUTRAL] OK, so the claim that was received or the documents that were received on [PII] are on hold waiting for the pathology report, but that's what came in on the [PII], which is in processing. So it's, it's all connected, but we got the pathology report and that's what they were waiting for. Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, so it's all connected. OK, I didn't just didn't get another. I didn't want to get another letter saying now we need an EOB. I'm like, OK.
[AGENT][NEGATIVE] No, no, no.
[CUSTOMER][NEUTRAL] Cause I, OK. All right. So it's all together, that's all I need to know. I guess I don't really need to talk to [PII] if you would just let her know or email her, that'd be great. And she doesn't really need to call me back unless there's more info that they need.
[AGENT][NEUTRAL] Oh, sure.
[AGENT][POSITIVE] OK. Well, I'll definitely go ahead and note the policy for you and then if she needs anything, she'll reach out to you too.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK awesome thank you so much I appreciate it.
[AGENT][POSITIVE] You're very welcome. Was there anything else I can help with?
[CUSTOMER][POSITIVE] That's all, thank you.
[AGENT][POSITIVE] Alright, thanks for calling APL. You're welcome. Bye-bye.
[CUSTOMER][NEUTRAL] Bye-bye.