AccountId: 011433970860
ContactId: e07ad804-f689-4ef6-83db-6eb5b15c0e42
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 624940 ms
Total Talk Time (AGENT): 111265 ms
Total Talk Time (CUSTOMER): 84842 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=-2.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/31/e07ad804-f689-4ef6-83db-6eb5b15c0e42_20250331T13:47_UTC.wav
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[AGENT][POSITIVE] Morning, thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, um, I, uh, recently was in the hospital and I put in a claim, um, and I just didn't have the bill. I just got the bill and.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] I've sent that over, but I don't know if that's like attached to the claim properly. I just wanna make sure.
[AGENT][NEUTRAL] OK. Um, do you have a callback number just in case we get disconnected and the policy number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII] is the phone number.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And the policy number is 02578853.
[AGENT][POSITIVE] Thank you. What's your name again?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, one moment, please.
[AGENT][NEUTRAL] For security, may I have your date of birth, mailing address and email address on file?
[CUSTOMER][NEUTRAL] [PII]. My address is [PII].
[CUSTOMER][NEUTRAL] And um my uh um.
[AGENT][NEUTRAL] You know address
[CUSTOMER][NEUTRAL] Email address is
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect thank you.
[AGENT][NEUTRAL] OK, so you wanting to know that what you said is correct. Is that what you're trying to do?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. Well, it has to be reviewed by an examiner. Uh, it has to be um processed in order for the, for them to determine if we have everything we need. Um, it was just submitted today.
[AGENT][NEUTRAL] Um, so the normal processing time is 7 to 10 business days.
[CUSTOMER][NEUTRAL] OK, just wanna make sure that you know like that that the submission went through for the for the for the proper claim.
[AGENT][NEUTRAL] OK, when you say the definition for the proper claim, what do you mean? Like the correct document?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, did you send an itemized bill with diagnosis codes? Like a fully itemized bill?
[CUSTOMER][NEUTRAL] Yeah, it's a fully itemized bill.
[AGENT][NEUTRAL] Yeah, as long as it's a fully itemized bill and it has the diagnosis codes, the charge amounts, and all the information that we need and it should be the correct one. Did you, mhm, go ahead.
[CUSTOMER][NEUTRAL] There, there's no.
[CUSTOMER][NEGATIVE] There's no codes on it, there's just descriptions of what was going on and the balance and charges.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] That's um.
[AGENT][NEUTRAL] And there's no quotes at all?
[CUSTOMER][NEUTRAL] No, it's just like it, it, it'll say it says the doctor's name. It says what happened, it says the charges, it says the balance.
[AGENT][NEGATIVE] Doesn't sound like that's the correct information.
[AGENT][NEUTRAL] Um, let me see if I can view the image. Um, do you mind holding for me?
[CUSTOMER][NEUTRAL] Sure.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Thank you for holding, Mr. [PII]. OK, so, um, I looked at the document and yeah, it doesn't have any diagnosis code and um that's gonna be really important for us to have. Um, so it's best to call the um place of service and have them send you and fully itemized bill with the diagnosis codes and procedure codes.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome. Is there anything else I may help you with today?
[CUSTOMER][NEUTRAL] Nope, that's it. That's why I called.
[AGENT][POSITIVE] OK. All right. Well, thank you for calling APO. Have a good day. You're welcome. Bye-bye.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Alright bye.
[AGENT][NEUTRAL] Bye.