AccountId: 011433970860
ContactId: deaeb4a5-aa18-4de5-a16d-610a0ebe3afa
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 316899 ms
Total Talk Time (AGENT): 100942 ms
Total Talk Time (CUSTOMER): 159031 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/07/deaeb4a5-aa18-4de5-a16d-610a0ebe3afa_20250507T14:48_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, I'm calling to get the status of my claim. The hospital was supposed to send in what is called a UBO 04 form. I want to make sure that you have received it. Let me give you my number, my policy number is 00736888.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, Ms. [PII], and do you have, could you provide your date of birth and your address for me?
[CUSTOMER][NEUTRAL] [PII] at [PII].
[AGENT][NEUTRAL] OK, and then your email address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and then lastly, do you have a good callback number in case we are disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you so much. OK, and we're checking to see if they sent a claim in.
[CUSTOMER][NEUTRAL] That uh you'll be, yeah, it's from the hospital giving all the codes, whatever you need to process the loan.
[AGENT][NEUTRAL] You know, uh
[CUSTOMER][NEUTRAL] I mean.
[AGENT][NEUTRAL] What date that was for? Date of service?
[CUSTOMER][NEUTRAL] Oh, it's, oh, the data of service at the hospital is from [PII] all the way to [PII] and those were the date of service they were supposed to send everything on that [PII] [PII].
[AGENT][NEUTRAL] OK, of [PII], correct?
[CUSTOMER][POSITIVE] Yes, please, yes.
[AGENT][NEUTRAL] Um, let's see.
[CUSTOMER][NEUTRAL] Uh, let's see.
[CUSTOMER][NEUTRAL] [PII]. OK, sure, I think it's [PII] I spoke with the last time.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] Uh, let's see, we got the last thing we have, let me pull up what we received.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, it looks like this was received from you. Um, it was your claim, your claim form, and then, so no, it doesn't look like we've received it yet. Um.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] This has your uh
[AGENT][NEUTRAL] It looks like your account statement.
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] Yeah, but um I spoke with [PII] on Monday, and [PII] said, um.
[CUSTOMER][NEUTRAL] [PII] was on the phone with me when we called the hospital.
[CUSTOMER][NEUTRAL] And the house and she gave them the your email address and everything and they said they're gonna send it over right away that same day so I am just checking to see. I'm trying to stay on top of it if they did send over that UBO 04 with the codes and everything that you all need because you will not process the claim with my.
[CUSTOMER][NEUTRAL] Um, bill from the hospital that I sent you, I think you needed some more information. Is that the correct form or something? That's what I understand.
[AGENT][NEUTRAL] Yes, I see that documentation from [PII]. Um, I don't have anything in the system yet.
[AGENT][NEUTRAL] Um, let me, and when you're on the call with her, they, she said they were gonna email it.
[CUSTOMER][NEUTRAL] Oh yeah.
[CUSTOMER][NEUTRAL] Oh yeah, I have the name of the girl [PII] and [PII] gave her the, the email. They will not send it to me because they wanted the insurance company, I guess, to speak with them and [PII], I mean [PII] was right there.
[CUSTOMER][NEGATIVE] And gave them the email address and everything and they promised me it was the [PII] was the person. I even got her name written down. We were supposed to send it over.
[CUSTOMER][NEUTRAL] So that means they haven't done it.
[AGENT][NEUTRAL] Um, I don't have it in our system yet, um.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] And typically we don't allow emails because it's not a secured form of um
[CUSTOMER][NEUTRAL] No, I'm sorry, I shouldn't have said email it's a fax.
[AGENT][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] It's a fax that I'm I'm sorry about it's a fax fax number.
[AGENT][NEUTRAL] That's OK.
[AGENT][NEUTRAL] Um, yeah, I don't, so if they did fax it, um, I would, if you can give us a call back Friday, uh, it usually takes a couple of working days to get into the system, um, and reflect on your account, so, but I can't see anything yet, um, it doesn't mean that we didn't.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] So you're saying it's possible.
[CUSTOMER][NEUTRAL] You're saying it's possible it was mailed but you have not entered it in the system it's possible that's what you're saying?
[AGENT][NEUTRAL] Yes, that's possible. Yeah, I would check back Friday because if they did it Monday, it should be in the system by Friday, so that's that's a typical turnaround, so.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] Alright then I, I'll wait until Friday. Thank you so much, OK.
[AGENT][POSITIVE] OK, thank you for calling APL. I hope you have a good day.
[CUSTOMER][POSITIVE] Thank you. Bye-bye.