AccountId: 011433970860
ContactId: dcc85260-b9f4-41a8-a73d-5e73a18f53ff
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 301670 ms
Total Talk Time (AGENT): 159706 ms
Total Talk Time (CUSTOMER): 81697 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/03/dcc85260-b9f4-41a8-a73d-5e73a18f53ff_20250303T14:08_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. um I've got a letter from you guys stating that uh you need some more information um to process the claim, so I just wanted to find out exactly what's needed and where I can send that.
[AGENT][POSITIVE] OK, I'll be more than happy to help you with your claim and see what's needed. Um, [PII], may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure, the number is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you for that. And may I have your policy number?
[CUSTOMER][NEUTRAL] Policy number is 024717.
[CUSTOMER][NEUTRAL] 87
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] And I just need you to verify your date of birth, your mailing and email address on file.
[CUSTOMER][NEUTRAL] Date of birth is [PII]. Mailing address is [PII].
[CUSTOMER][NEUTRAL] And the email address is [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. And so I'm showing, let me see.
[AGENT][NEUTRAL] So it looks like we're needing the itemized bill with the charges, diagnosis code and procedure code. OK. So to get that, you'll call whoever the provider was, doctor's office, hospital, wherever you went and ask them, well, let me ask you, was it a doctor's office or a hospital?
[CUSTOMER][NEUTRAL] Hospital.
[AGENT][NEUTRAL] OK, so you're gonna ask them for a universal bill, they call, we call it UBO4.
[AGENT][NEUTRAL] Um, they could also call it an itemized bill. It's literally the same thing, different places just call it different things.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEGATIVE] And then um it just stress to them that it needs to have all the charges, your ICD like igloo, Charlie, David.
[CUSTOMER][NEUTRAL] Uh.
[AGENT][NEUTRAL] And then the number 10, that's the diagnosis code.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then CPT like uh.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Charlie, Paul Tango is the procedure code and then it'll have all the charges there too.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then is there an email address that I can send this to or?
[AGENT][NEUTRAL] Um, so you can't send it through email, but you can either fax it to us, you can mail it to us, or you can send it um on the online portal. Let me see. Yeah, you can send it like you sent this one on the online portal.
[AGENT][NEUTRAL] You can just upload the, the bill.
[CUSTOMER][NEUTRAL] OK, because I think I just emailed this into the insurance.
[AGENT][NEUTRAL] Oh, they may have sent it to us. Um, hold on one second.
[CUSTOMER][NEUTRAL] Yeah I believe so.
[AGENT][NEUTRAL] OK, so you just sent it to them, um.
[AGENT][NEGATIVE] Well, I can give you our, we really don't accept.
[AGENT][NEUTRAL] Documents through email because of HIPAA, but I mean, either you can send it to Business Workers of America and they'll send it to us or um I can give you our email address here and we'll go ahead and send it over to claims to process.
[CUSTOMER][NEUTRAL] Uh, actually, why don't you give me the fax number? I'll see if the hospital can just fax it directly to you.
[AGENT][NEUTRAL] Oh, sure. OK, so it's 877.
[AGENT][NEUTRAL] 365.
[AGENT][NEUTRAL] 942 3.
[AGENT][NEUTRAL] And that will be attention APL claims department.
[CUSTOMER][NEUTRAL] OK, so the number is [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] And then just attend APL claims department.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Awesome, I will give them a call and get them to send it over.
[AGENT][POSITIVE] Alrighty. Was there anything else I could assist you with today?
[CUSTOMER][NEUTRAL] Uh, is there anything, should I have them not the policy number, my claim number or anything on there as well?
[AGENT][NEUTRAL] Um, they can put the policy number um.
[AGENT][NEUTRAL] The 247-17887, they can put that number on there, but, but you don't have to. Once we get it, we'll see that this is what was requested for your policy, but they can definitely add it.
[CUSTOMER][POSITIVE] OK. Sounds good. I will get this in process. Thank you very much.
[AGENT][POSITIVE] You're very welcome. Well, thanks for calling APL. I hope you have a great week.
[CUSTOMER][POSITIVE] Thank you. You as well. Bye-bye.
[AGENT][POSITIVE] Thank you. Bye-bye.