AccountId: 011433970860
ContactId: 2e0d312d-f8ed-4b61-a6c0-bcfd9596c31a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 177020 ms
Total Talk Time (AGENT): 65464 ms
Total Talk Time (CUSTOMER): 75261 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/16/2e0d312d-f8ed-4b61-a6c0-bcfd9596c31a_20250116T21:02_UTC.wav
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[AGENT][NEUTRAL] For contacting. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes ma'am, I'm calling to, I called earlier on this this morning. I'm calling about a claim on [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Why I'm calling is if I need [PII].
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] What I'm trying to see is, do I need to finish that claim?
[AGENT][POSITIVE] OK, well, I would certainly be glad to look that up. If I could have your policy number, sir?
[CUSTOMER][NEUTRAL] I do not have my policy number on me right now, ma'am. I'm kind of drive.
[AGENT][NEUTRAL] OK, and how do you spell your last name, sir?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you and
[CUSTOMER][NEUTRAL] First name [PII].
[AGENT][NEUTRAL] [PII], OK, thank you. And your date of birth, please, [PII]?
[CUSTOMER][NEUTRAL] would be [PII].
[AGENT][NEUTRAL] Thank you, and I just need a callback number, please, in the event that we're disconnected while I'm looking this up.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you. I appreciate that.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm just gonna go through here and see if I can't find it going by your name. Excuse me just a moment, please.
[AGENT][NEUTRAL] Uh, yes. Um, I do see where, uh, you contacted us this morning. Now, um, you can go ahead and, and you can go ahead and finish filing that. Uh, we just need your EOB from your primary, uh, um.
[AGENT][NEUTRAL] Insurance and then the itemized bill with the diagnosis code.
[CUSTOMER][NEUTRAL] I have already got that. I just went and got that.
[AGENT][POSITIVE] Oh, that's wonderful. Yes, if you would just go ahead and send that to us, that's what we're looking for and, and then we could finish up the, the claim for you.
[CUSTOMER][NEUTRAL] OK, now I got a question now.
[CUSTOMER][NEGATIVE] And now on the EOB it won't let me not even own a home computer. It won't let me do the whole EOB at one time because there's 34 codes.
[CUSTOMER][NEUTRAL] So what I'm going to do is I'm gonna take a picture of every code. Now, can I?
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Can I download all them pictures to the app and send them to y'all that way?
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] OK, alright, that's all I needed to know.
[AGENT][POSITIVE] Absolutely.
[AGENT][NEUTRAL] Is there anything else I can help with?
[CUSTOMER][NEUTRAL] OK, I will be.
[CUSTOMER][NEUTRAL] No, I'll be doing that shortly.
[AGENT][POSITIVE] OK, well, thank you. We'll be looking forward to that and then we'll, we'll get it taken care of for you.
[CUSTOMER][POSITIVE] OK thank you bye bye.
[AGENT][POSITIVE] Thanks for