AccountId: 011433970860
ContactId: ddd3116b-264e-45d5-8bcb-59371c054bd3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 517210 ms
Total Talk Time (AGENT): 250327 ms
Total Talk Time (CUSTOMER): 124443 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/08/ddd3116b-264e-45d5-8bcb-59371c054bd3_20250508T22:53_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Miss [PII], I think I just got a phone too.
[AGENT][NEUTRAL] Oh, [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes ma'am. What's going on?
[CUSTOMER][NEUTRAL] Um, so, um,
[CUSTOMER][NEUTRAL] If I was just like, like send it through mail.
[CUSTOMER][NEUTRAL] Will I send my copies back?
[AGENT][NEUTRAL] Um, no, OK, so typically not, um.
[AGENT][NEUTRAL] You mean the original the information if you were to send it through the mail.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] And you would want those, that's a very good question. I don't know that we've ever been asked that.
[AGENT][NEUTRAL] Um, I don't think so. I think that's something that we would keep, so you'd most likely have to send copies to us, um, but if you are OK with it, I can uh put you on a brief hold and verify that information. It might just be something as simple as, you know, maybe including a note asking for that back. Uh, do you mind waiting on hold for just a moment? I can get clarification for you.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK thank you one moment.
[CUSTOMER][NEUTRAL] All right. You are on hold.
[CUSTOMER][NEUTRAL] Currently no agents staffed. Goodbye.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Alrighty, I'm so sorry. um, so I believe because it's, it's a bit late and we don't have anyone in that department at the moment. I think they all went home for the day. So if you'd like, you can call back tomorrow and we can double check that for you because that is a very good question. I'm surprised I've not been asked that before.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Yes ma'am, but cause, cause my thing is.
[CUSTOMER][NEUTRAL] If it cause I, it's like 3 different planes and uh
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] If I, I can upload all that, can I?
[AGENT][POSITIVE] Oh yes absolutely um.
[CUSTOMER][NEUTRAL] How would I be?
[CUSTOMER][NEUTRAL] How would I be to upload all that?
[AGENT][NEUTRAL] Go, I'm sorry.
[AGENT][NEUTRAL] So it's depends on how you do it of course um you would only have to do the one single claim form.
[AGENT][NEUTRAL] Um, that you would have to fill out and then that sends to us right away. As for the information that you upload, our website has kind of a cap on how much can be uploaded at once, um, and it's the size, you know, like how big the files are so what a lot of people do is they'll break it up into I I wanna say the cap is 25 megabytes, but I'm not 100% I'm sorry, um, but you know you can upload and like.
[AGENT][NEUTRAL] Cut as many as you can little pieces at a time um you know so there might be a few several submissions but we'll be able to sift through all of that and be able to you know of course process and associate it all with the same claim.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Also just you know, presenting this as a possible solution as well, do you have access to a fax machine by chance?
[CUSTOMER][NEUTRAL] Right. I have it's, it's like a scan, fax and all that.
[AGENT][NEUTRAL] If if you are comfortable with faxing it you can fax it to us as well that way you can keep those original copies and it would get to us much quicker than uh mailing it.
[CUSTOMER][NEUTRAL] I have like the
[CUSTOMER][NEUTRAL] Yeah, I get that, but it's it's like 3 different claims, so that's just like a lot of paper, so.
[AGENT][POSITIVE] That it's completely up to you um I mean we we are fully prepared to process all of that information so that's no big deal to us.
[CUSTOMER][NEUTRAL] And then
[CUSTOMER][NEUTRAL] Yeah, but I'm saying though, I have the like the uh I have a like a scan fax, yeah, fax, but I would have to like go through my cellphone to do it.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Cause I have like the app on my phone.
[AGENT][NEUTRAL] Oh, I see. OK.
[CUSTOMER][NEUTRAL] And then if I was to, yeah. So if I was to like to go to a library and do that, and that's cost money.
[AGENT][NEUTRAL] Right.
[AGENT][POSITIVE] Absolutely yeah you are 100% correct and that's yeah it's per page I believe so yeah that would definitely add up um well I can go ahead and give you this information and you can kinda see what you would prefer doing if you wanted to just you know get the website set up or your account set up and you know upload claim information see if you feel comfortable doing it that way because again it's it might just have to be piece by piece if there's a lot of information.
[AGENT][NEUTRAL] Um, or of course you know you can just try getting a hold of that provider and asking for that specific information that we need which would just be that itemized statement with those procedures and diagnosis codes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You said now what information you was trying to give me?
[AGENT][NEUTRAL] Um, I can give you, we've got a mailing address and a fax number I can give you.
[AGENT][NEUTRAL] If you just wanted that just in case.
[CUSTOMER][NEUTRAL] OK, let's see.
[CUSTOMER][POSITIVE] I'm ready.
[AGENT][NEUTRAL] OK, so our mailing address is [PII].
[AGENT][NEUTRAL] 248.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII] you say?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And that is in [PII], [PII].
[CUSTOMER][NEGATIVE] I'm not right for you.
[CUSTOMER][NEUTRAL] Of course.
[CUSTOMER][NEUTRAL] OK, [PII], you say?
[AGENT][NEUTRAL] Yes, [PII], [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then that zip code is [PII].
[CUSTOMER][NEUTRAL] You said [PII]?
[AGENT][NEUTRAL] Dash
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So that's [PII]?
[AGENT][POSITIVE] Correct, yes.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alrighty, did you want that fax number as well?
[CUSTOMER][POSITIVE] Yes, ma'am. I'm ready.
[AGENT][NEUTRAL] OK, it is 877.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You said [PII]?
[AGENT][NEUTRAL] 94
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] So that's [PII]?
[AGENT][NEUTRAL] Yes ma'am, that's it.
[CUSTOMER][NEUTRAL] And then the [PII] [PII], [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] That's correct. uh, it's not in [PII] though it is in [PII].
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][POSITIVE] Otherwise that is all correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Ma'am?
[AGENT][NEUTRAL] I said otherwise that's all correct.
[CUSTOMER][NEUTRAL] What
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] Yes ma'am, you are very welcome. Anything else I can help you with right now?
[CUSTOMER][POSITIVE] No, no, ma'am, thank you so much.
[AGENT][POSITIVE] You are welcome. uh let us know if you need anything else, and I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] Yes, man, you do the same thank you bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.