AccountId: 011433970860
ContactId: 2d99a815-49e5-4447-8b1d-6df393080662
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 219350 ms
Total Talk Time (AGENT): 97078 ms
Total Talk Time (CUSTOMER): 101812 ms
Interruptions: 1
Overall Sentiment: AGENT=1.1, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/07/2d99a815-49e5-4447-8b1d-6df393080662_20250207T17:18_UTC.wav
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[AGENT][NEUTRAL] We were there [PII].
[CUSTOMER][NEUTRAL] We when it is but I I think we have all of these.
[CUSTOMER][NEUTRAL] Or laquetal ero unumo the the claim.
[AGENT][NEUTRAL] OK, equal delereclamo.
[CUSTOMER][NEUTRAL] Is Tres Cinco Cinco.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Ochoa.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Hey, come see I almost did.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] KSL need dependent.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] It's a bit of
[CUSTOMER][NEUTRAL] They do that.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Look apasekela er in the lamoquepiendo uno.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And tons er 1 well discharged the hospital.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Then the BNL medical record I IBN is the code cure.
[AGENT][NEUTRAL] But see cones the discharge paper Ave is born in Larason que el fue in a hospital.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] What if it if it la peche de la simiano deo said la dereion limited the telefano.
[CUSTOMER][NEUTRAL] See mi mi mi mica scientoes [PII].
[AGENT][POSITIVE] Mhm. Perfect.
[CUSTOMER][NEUTRAL] Luvoque direction [PII].
[AGENT][NEUTRAL] That actually sounds.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]. Mhm.
[AGENT][POSITIVE] Perfect. um and.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]?
[CUSTOMER][NEUTRAL] Uh, the cat novedose what did they say no and no.
[AGENT][NEUTRAL] Email, [PII].
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][POSITIVE] Perfect, thank you.
[AGENT][NEUTRAL] Um, yes, we can use the discharge papers because they normally do put the diagnosis code or the reason that he was hospitalized. It should be included in that and you can upload that on your portal.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] The same way you claim information and they can review it to see if it's included in that.
[CUSTOMER][NEUTRAL] OK, I will do then.
[CUSTOMER][NEUTRAL] OK, great. So, I have another question. Um, so I, I quit my job like on Monday. So, when I submitted this claim, um, I was already, I was still working. Uh, if it matters that I, I'm not working there anymore.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Not at all because the date of service when your husband was in the hospital.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] Yeah, and I'm showing your policy is still active. We have not received notification.
[AGENT][NEUTRAL] To turn the policy so that um as long as the policy was active for the date of service.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, OK, great.
[CUSTOMER][NEUTRAL] OK, well, uh, I will, I will upload the information today so I can have an answer as soon as possible.
[AGENT][NEUTRAL] All right. Yes, and they'll review it and let you know.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] My pleasure. Anything else I can help you with today?
[CUSTOMER][POSITIVE] That's fine. Have a nice day, bye.
[AGENT][POSITIVE] Um, I hope you have a wonderful day as well. Thank you for calling APL.
[CUSTOMER][POSITIVE] Bye-bye. Thank you.
[AGENT][NEUTRAL] Bye bye.