AccountId: 011433970860
ContactId: 02c82206-3110-4404-bbb2-47be9338e3fa
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 288750 ms
Total Talk Time (AGENT): 101743 ms
Total Talk Time (CUSTOMER): 47017 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/06/02c82206-3110-4404-bbb2-47be9338e3fa_20250106T18:07_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII], and um I had a claim sent in and it says it was a duplicate claim, but it wasn't. They needed more information and I sent it in.
[AGENT][NEUTRAL] OK, let's take a look, [PII]. Do you have your policy number or the claim number?
[CUSTOMER][NEUTRAL] Claim number is 354-6225.
[AGENT][POSITIVE] OK, thank you so much. Let me pull this up here. Give me just a sec.
[AGENT][NEUTRAL] And then just for security I will need to verify please your date of birth and address we have on file.
[CUSTOMER][NEUTRAL] OK, my date of birth is [PII] and my address is [PII].
[AGENT][POSITIVE] Alright thank you so much and the Gmail account we have on file is still a good email for you?
[CUSTOMER][NEUTRAL] Yes, it's uh [PII].
[AGENT][NEUTRAL] Yes, ma'am. OK. Let me.
[CUSTOMER][POSITIVE] OK, that, that, that's good.
[AGENT][NEUTRAL] Alright, let me see. I do see where this is saying duplicate claim. Let me take a look here one sec.
[AGENT][NEUTRAL] OK. So did you, you did submit the diagnosis codes, is that what you had said?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Do you recall, did you do it online or send them via fax when were they sent in?
[CUSTOMER][NEUTRAL] Facts, facts.
[AGENT][NEUTRAL] OK, it was done via fax. Do you recall when you sent them?
[CUSTOMER][NEUTRAL] It's been a while.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII] you all mailed me a letter saying that you had gotten it.
[AGENT][NEUTRAL] OK, let me check and.
[AGENT][NEUTRAL] I apologize for the wait. I'm just waiting for this to load up to.
[CUSTOMER][POSITIVE] We're good.
[CUSTOMER][NEUTRAL] I've got 20 minutes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK, so I do see what you submitted and I see that it has the charge summary and then the codes on there so what I'll need to do um is send a message over to the claims examiner and have them reevaluate the claims since it was denied as a duplicate and then they can reach back out to you if they have any other questions or concerns to have it reprocessed. Do you have a good call back number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, so I will put that in for a call back and then we also have email of course so I apologize for that. I will reach out to them right now.
[CUSTOMER][NEUTRAL] Oh, not a problem. I just couldn't figure out what was going on.
[AGENT][POSITIVE] Yeah, I know, sorry about that. Did you have anything else you needed me to check on for you today?
[CUSTOMER][NEUTRAL] Nope, that is it.
[AGENT][POSITIVE] All right, thank you so much for calling APL. Have a good rest of your day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye-bye.