AccountId: 011433970860
ContactId: 257b5ddc-bd01-42a7-84f0-4f90428398b9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 323940 ms
Total Talk Time (AGENT): 58964 ms
Total Talk Time (CUSTOMER): 66577 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=-0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/04/257b5ddc-bd01-42a7-84f0-4f90428398b9_20250304T14:36_UTC.wav
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[AGENT][NEUTRAL] APL, this is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Good morning, [PII]. My name is [PII] and my uh active uh med link is [PII].
[AGENT][NEUTRAL] Could you verify your mailing address and your date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] Thank you and how can I assist you today?
[CUSTOMER][NEGATIVE] Yeah, yesterday I submitted a loaded, um, uh, the hospital had sent me a form with supposedly with codes that you guys were pending for one of my pains. Is that what you need? I'm not sure if this is what you need.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so let me get a good call back number for you just in case the call is disconnected. It's the [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, so let me see, we received something yesterday, so let me verify this is what it is.
[AGENT][NEUTRAL] May I place you on a brief hold?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] Thank you. I'll be right back.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Thank you for holding. So yeah, we did request the.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Diagnosis code to be sent in and this is what we needed to process the um.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I just wanted to make sure I was not sure.
[AGENT][NEUTRAL] Give me one moment though, but it looked like your benefits were maxed out, but let me make sure.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] 503.
[AGENT][NEUTRAL] 15
[AGENT][NEUTRAL] Yeah, so we did, we have the diagnosis. This is what we needed.
[CUSTOMER][POSITIVE] OK, perfect. Yeah, because they were giving me a hard time, so finally I got it.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, do you, do you know how long it would take for them to respond, for you guys to respond?
[AGENT][NEUTRAL] Um, we just received it yesterday. It normally takes 7 to 10 business days.
[CUSTOMER][NEUTRAL] OK. All right.
[CUSTOMER][POSITIVE] Thank you so much. I greatly appreciate it.
[AGENT][NEUTRAL] Alright, is there anything else that I, anything else that I can assist you with today?
[CUSTOMER][POSITIVE] That's it. Thank you.
[AGENT][POSITIVE] Thanks for calling APL and have a great day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][NEUTRAL] Bye.