AccountId: 011433970860
ContactId: e840ae67-2534-46cb-97d1-aac617de178e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 433160 ms
Total Talk Time (AGENT): 165219 ms
Total Talk Time (CUSTOMER): 198812 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/25/e840ae67-2534-46cb-97d1-aac617de178e_20250225T16:18_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, good morning. Thanks for answering the phone. I wanted to follow up on my policy cause it takes time to get the doctor's paperwork to you and they sent it on the [PII], I think it was.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, um, so you want to check and check and see if we got it.
[CUSTOMER][NEUTRAL] Yeah, I just wanna make sure that you have everything for my claim, you know, like all the doctor's notes and my paperwork.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] OK, sure. Yes, I can assist you with that. May I have your name and a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII] [PII]
[AGENT][NEUTRAL] Thank you. And may I have the policy number?
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yes ma'am, it's it's 02462158.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And may I have your date of birth, mailing address and email address for verification, Mister.
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] My address, you said, home address?
[AGENT][NEUTRAL] Yes, home address and email address.
[CUSTOMER][NEUTRAL] Oh, OK, so home address is [PII] and my email is [PII].
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mm
[AGENT][POSITIVE] OK, we have the first one. Thank you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] Uh, you're welcome.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK, so it looks like as of today we have not received any additional documents. Um, the last thing I see here is the claim that we process and pay back on [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I didn't, I didn't get that check. Maybe it's in the mail. I don't know.
[CUSTOMER][NEUTRAL] But do you have my physician notes from my last doctor's appointment?
[AGENT][NEUTRAL] Mm. When was that?
[CUSTOMER][NEGATIVE] Because I got a thing here on on [PII], the claim form submitted was incomplete.
[CUSTOMER][NEUTRAL] Have your physician complete their paperwork.
[CUSTOMER][NEUTRAL] And then send it, which they did.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, let me
[CUSTOMER][NEUTRAL] Alright, so they, excuse me, let me look, so they faxed it over and they've been faxing it to the same number.
[CUSTOMER][NEUTRAL] And they did it on
[CUSTOMER][NEUTRAL] The [PII]
[AGENT][NEUTRAL] Yeah, which that's why we pay on the [PII]. Mhm.
[CUSTOMER][NEUTRAL] On February.
[CUSTOMER][NEUTRAL] OK, all right. I'm sorry. So you did receive it?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, all right, so we're all squared up.
[CUSTOMER][NEUTRAL] Until
[CUSTOMER][NEUTRAL] I think it's [PII] is my next doctor's appointment.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Let's see. Bear with me just a second. Let me look at this EOB and see.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Yeah, I go back to see the doctor on [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so that was our so we paid, OK, yes, because we paid till [PII]. So yes, um, in order to have a payment for, um, March, we, we're gonna need that document again, OK.
[CUSTOMER][NEUTRAL] Yeah, it was faxed on. I have the confirmation that it was faxed.
[CUSTOMER][NEUTRAL] On the [PII] at [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, you're talking about the one that was paid for February, which that one is already received and processed. So, um, in order to pay March, then we need the one that you're gonna be sending uh or have them send us on March, OK?
[CUSTOMER][NEUTRAL] Yeah, I'm not sure what that means, but.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I that's what I have and you and you verified you have it, right?
[AGENT][NEUTRAL] Yes, we have that information. We already processed that one. That one was processed on the [PII] and we send a payment for that one. that payment was until [PII] or [PII], so basically it paid the whole month of February.
[CUSTOMER][NEUTRAL] I don't have
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So if you're continuing this ability for the month of March, we're gonna need the same document to be sent out to us so we can go ahead and pay for March. So right now we're just paid till the end of this month, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, what do we, so what do we pay through? I'm sorry, I'll write this down February.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, [PII]. OK. All right.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Yeah, cause I'm, I'm
[CUSTOMER][NEUTRAL] Not seeing the doctor until [PII] and I saw the doctor [PII], so I can, I can definitely fax over that same document from the attendant physician statement. Is that what you're talking about?
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Correct, yes, for the month of March. Mhm.
[CUSTOMER][NEUTRAL] OK, it's gonna be the same one.
[AGENT][NEUTRAL] When you say the same one, what do you mean by the same one?
[CUSTOMER][NEUTRAL] The same form. I'm not, I'm not seeing the doctor. I see the doctor.
[CUSTOMER][NEUTRAL] You know, every 4 to 6 weeks, so I'm not going to see the doctor until [PII], so I don't have any.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] And that's good.
[AGENT][POSITIVE] That, that's perfect. That's the same way that happens with this one. So you saw the doctor on [PII], they send in the information on the [PII] and we process on the [PII]. That's exactly how it needs to go.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] For [PII]
[CUSTOMER][NEUTRAL] All right. OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And can I ask what that dollar amount was, the check that you said was sent?
[AGENT][NEUTRAL] Uh, yeah, the, the check that we send on [PII] for the month of February is for 3200.
[CUSTOMER][NEUTRAL] 3200. OK, it's probably in the mail. It might still be in the mail.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Mhm. Probably.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][POSITIVE] OK. All right. I do appreciate it and I hope you have a good day, OK? I'll, I'll get squared away next. OK, thank you, ma'am.
[AGENT][POSITIVE] You're welcome. You.
[AGENT][POSITIVE] No problem. You're welcome. Is there anything else I may help you with today?
[CUSTOMER][POSITIVE] That that's it thank you OK.
[AGENT][POSITIVE] You're welcome. Thank you for calling APO. Bye-bye.
[CUSTOMER][NEUTRAL] Bye.