AccountId: 011433970860
ContactId: 12e59443-7067-495b-a631-bf057648e7d2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 170240 ms
Total Talk Time (AGENT): 73416 ms
Total Talk Time (CUSTOMER): 59462 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/10/12e59443-7067-495b-a631-bf057648e7d2_20250110T16:36_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] APL, this is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, yes, I submitted a claim and it said that I needed to provide the diagnosis code and I don't know where to include that information.
[AGENT][NEUTRAL] Could you provide me with a policy number?
[CUSTOMER][NEUTRAL] Sure, it's 251-734-3.
[AGENT][NEUTRAL] What's your name, mailing address, and your date of birth?
[CUSTOMER][NEUTRAL] My name is [PII]. My mailing address is [PII], and you said my date of birth?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you [PII]. The callback number is [PII] just in case the call is disconnected.
[CUSTOMER][POSITIVE] Yes, that's correct. Thank you.
[AGENT][NEUTRAL] And what's the email address that we have on file?
[CUSTOMER][NEUTRAL] Um, it should be [PII].
[AGENT][NEUTRAL] we have something different.
[CUSTOMER][NEUTRAL] Let me look at what's in it. Maybe [PII].
[AGENT][NEUTRAL] Mhm that's what we have.
[CUSTOMER][NEUTRAL] Yeah, that's it.
[AGENT][NEUTRAL] Who's the client for?
[CUSTOMER][NEUTRAL] This one's for Dirk.
[AGENT][NEUTRAL] What's [PII]'s date of birth?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And his last name?
[CUSTOMER][NEUTRAL] Oh, the same as mine gearing.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] So we're calling you're calling in regards to your claim status. So we're looking for the diagnosis codes from [PII] where you received those services. Did you did they give you the information that we was requesting for the diagnosis code?
[CUSTOMER][NEUTRAL] Yes, I, I, yeah, I have that. I just don't know where to put it.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Did they give you like an itemized bill or something or what did they give you?
[CUSTOMER][NEUTRAL] Well, it said I could upload the EOB and so I uploaded that and then it asked for diagnosis code, so we just called and got the diagnosis code.
[AGENT][NEUTRAL] Um, I don't think that they can.
[AGENT][NEUTRAL] So did you, did they not have an itemized bill to offer you?
[CUSTOMER][NEUTRAL] Let me, I'm gonna ask him.
[AGENT][NEUTRAL] Because once you retrieve the itemized bill.
[AGENT][NEUTRAL] You can upload it on your online account.
[CUSTOMER][NEUTRAL] OK, alright, I'll do that then so there's no other way to like add something to a claim.
[AGENT][NEUTRAL] No, you have to send, you have to upload it in the system like cause we used to take diagnosis calls over the phone but we no longer are able to accept those. It has to be in writing.
[AGENT][NEUTRAL] Like it has to be on some type of paper hard copy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, alright, I'll update. I'll upload the item Ipe then.
[AGENT][NEUTRAL] Alright, is there anything else that I can assist you with today?
[CUSTOMER][POSITIVE] That'll be it thank you so much.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL and have a great day, [PII].
[CUSTOMER][NEUTRAL] You too.