AccountId: 011433970860
ContactId: f3dc744c-d2d7-4039-9b4f-a0442c7b394c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 381779 ms
Total Talk Time (AGENT): 153285 ms
Total Talk Time (CUSTOMER): 206232 ms
Interruptions: 3
Overall Sentiment: AGENT=0.9, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/05/f3dc744c-d2d7-4039-9b4f-a0442c7b394c_20250505T17:56_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL this is.
[AGENT][NEUTRAL] How may I help you?
[CUSTOMER][NEUTRAL] Yes, this is [PII] and I have a claim number here and I just, I'm needing some assistance so hopefully you can help me out um it's 3583742.
[CUSTOMER][NEUTRAL] And if you need my policy number I have it here also.
[AGENT][POSITIVE] Yes ma'am and Miss [PII] first can I get your call back number just in case the calls dropped I'll be able to call you right back.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, Miss [PII], and then what is your policy number?
[CUSTOMER][NEUTRAL] It is 01557812.
[AGENT][NEUTRAL] OK, let me look that up real quick.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, Miss [PII], can you please verify your date of birth for me?
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][NEUTRAL] Thank you. And then what is your address, phone number and email?
[AGENT][NEUTRAL] Address that we have on the policy for you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, [PII] and my email address is [PII].
[AGENT][NEUTRAL] OK, and I do see that the phone number that you're calling from is that uh your cell phone number, the one that you gave me to call you back on?
[CUSTOMER][NEUTRAL] Yes, it is.
[AGENT][NEUTRAL] OK. Thank you very much, Ms. [PII]. All right. So you're checking on a claim. Is that correct?
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Yes, and so my, my situation here is that it got sent back and it says that basically uh submit fully itemized bills with diagnosis and procedure codes for further consideration of the policy benefits. I got that from the Stillwater Medical Center where my husband went to the emergency room.
[CUSTOMER][NEUTRAL] However, I'm having trouble with the ambulance service. They, yeah they sent me just like a regular bill and they've been helpful as much as they can, but I guess their hands are tied now, so they sent me medical records. I said, well, I need this specifically and and she said, well that sounds like that they're needing to file a claim and I have to talk to the insurance company about that so I don't know what to do right now so.
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh my.
[AGENT][NEUTRAL] OK. All right, let me see. Yes, ma'am, let me see if there's any further remarks as far as the ambulance goes.
[CUSTOMER][NEUTRAL] Maybe you could help me out.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] And they sent you a bill from the ambulance company, but they can't send you an itemized bill, is that correct?
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] I guess, oh gosh, sorry. Yes, ma'am, that's right, um.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I don't know why, but, uh, that she sent me the medical records and uh then I said, well, you know, I need the itemized bill with the diagnosis and procedure codes and that's when she said, well, it sounds like they want to file a claim and we have to go through them for that and I don't know why. So I understand that it's like an ambulance came and picked him up, so maybe there's not like diagnosis or procedure code. I don't know.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I don't know.
[AGENT][NEUTRAL] Right, you send in the bill, but it's also asking for.
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] The description of the accident or sickness.
[AGENT][NEUTRAL] Um, to be completed on the, did you, do you complete, um, accident or diagnosis of sickness?
[CUSTOMER][NEUTRAL] I'm going
[CUSTOMER][NEUTRAL] Well, I, uh, called last week and whoever I talked to said I need to make sure myself because I'm the insured to uh.
[CUSTOMER][NEUTRAL] Fill out section C of the claim form and if I need extra uh space just write it on another piece of paper and then so and I was gonna do all of that, you know, and just upload everything at once, but now I'm in in a pickle with the ambulance service but um.
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Yeah, my husband had a, uh, he, somebody.
[AGENT][NEUTRAL] Go ahead and
[CUSTOMER][NEUTRAL] Pulled out in front of him and he T-boned him, so that's the problem I mean I don't know.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Oh no. Oh gosh. Bless your heart.
[CUSTOMER][NEGATIVE] And it's been almost a year, so I'm afraid that it's going to, yeah, I'm afraid it's gonna run out of time because it's [PII] that's when it happened and I had, I mean I've had the worst trouble. I mean I didn't even get the corrected police report until about a month and a half ago because they had the wrong date on it oh my goodness.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Right.
[AGENT][POSITIVE] Well, let me ease your mind on that because we, our company does not have a timely filing limit. So as long as you're covered on the, the date of service that the accident happened, you can file any time so don't let that worry you, um, you're not gonna run out of time with us.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and just go ahead and send the information that you have. You're welcome. Go ahead and send in the information that you have and complete that portion of the claim form and resubmit your claim. If they need anything further, they will reach out to you and let you know.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, thank you.
[CUSTOMER][POSITIVE] Yes ma'am and I'll be glad to send those medical records ambulance service and and that that helps so that might.
[AGENT][POSITIVE] Oh yes, yes, send it all in what you have.
[CUSTOMER][NEUTRAL] So, we'll see.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. All right. Is, is there anything else, Miss [PII]?
[CUSTOMER][POSITIVE] All right. Thank you so much. You've made me feel a little better. Yes.
[CUSTOMER][POSITIVE] No, that's it. I hope you have a good day.
[AGENT][POSITIVE] I'm glad I did. I was, I'm glad I was able to help you. You too. You have a blessed week on APL.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Um, bye-bye, Miss [PII].
[CUSTOMER][NEUTRAL] All right. Thanks. Bye-bye.