AccountId: 011433970860
ContactId: e96c9799-a8fc-414d-907d-e2aac4151b95
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 216630 ms
Total Talk Time (AGENT): 77123 ms
Total Talk Time (CUSTOMER): 133573 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/13/e96c9799-a8fc-414d-907d-e2aac4151b95_20250113T17:21_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Um, yes, I was just calling. I've been looking online and I was trying to see if some um claims had gone through yet, but I didn't see where they had or or where they've even been submitted. I was really just double-checking before I called the physical therapy place and try to find out why they haven't submitted them yet.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Mhm
[AGENT][POSITIVE] Sure, no problem. Yes, I can assist you with claims. And may I have um your name and a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yeah, my name is [PII].
[CUSTOMER][NEUTRAL] The callback number is [PII].
[AGENT][NEUTRAL] OK. Thank you, Ms. [PII]. And may I have the policy number?
[CUSTOMER][NEUTRAL] Let's see, um, there it is 02137700.
[AGENT][NEUTRAL] Thank you, Ms. [PII]. For security, may I have your date of birth, mailing address and email address on file?
[CUSTOMER][NEUTRAL] The date of birth is [PII]. Um, the billing address is [PII], and I think you asked me the email address, which would be [PII].
[AGENT][NEUTRAL] Mhm
[AGENT][POSITIVE] Perfect. Thank you, Ms. [PII]. OK. And what is the date of service for the claim we're looking for?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] It's for ATI physical therapy. I see that it looks like you covered where I had
[CUSTOMER][NEGATIVE] Therapy on [PII]. I see where it was covered on [PII], [PII], but I had 4 dates before that, and I don't even see where they sent it in, which would have been [PII], [PII].
[CUSTOMER][NEUTRAL] [PII] and [PII].
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, they're, they're not in.
[AGENT][NEUTRAL] I'm looking at the history and.
[CUSTOMER][NEUTRAL] OK, I'm gonna
[CUSTOMER][NEGATIVE] Yeah, I'm gonna call them back. I just like to verify before I do. I have called these people. I don't know how many times I've asked to speak to a supervisor, and they keep sending me a bill saying it's due now. And after they sent me the bill about 2 weeks ago saying it was due now, that's when they finally filed these other ones, and, but they still haven't sent me an updated bill or where they've submitted anymore, so I guess I'll call them again.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Oh my.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] All right. Yes, we have not received. I don't see anything pending and there's nothing on the history, OK?
[CUSTOMER][NEUTRAL] But you guys should be able to process it as long as they send it to you. There's no reason that it wouldn't probably go through like the rest of them is there.
[AGENT][NEUTRAL] No, correct. We don't have timely filing limits. So once we get them, we'll go ahead and process no matter if they're from last year or the year before. Um, no, we don't have timely filing limits. Anything that we receive will process even if it's something that is payable or not, but we'll process and let you know if we pay it or not, but we have not received those at all. Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK. All right. Thanks for your help.
[AGENT][NEUTRAL] You're welcome. Is there anything else I may help you with today, Ms. [PII]?
[CUSTOMER][NEUTRAL] No, I, I think y'all have gotten it covered. I'm just waiting on them.
[AGENT][POSITIVE] All right. OK. Well, thank you for calling APO. You're welcome. Have a good day, Miss [PII].
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][POSITIVE] Thank you bye bye.