AccountId: 011433970860
ContactId: 3cb950e1-abc4-4193-9820-d8879ecb5f42
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 224179 ms
Total Talk Time (AGENT): 67573 ms
Total Talk Time (CUSTOMER): 64352 ms
Interruptions: 0
Overall Sentiment: AGENT=2.4, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/09/3cb950e1-abc4-4193-9820-d8879ecb5f42_20250609T18:54_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Uh, hello, I've got a, uh, a letter back from, uh, when I sent my claim in.
[CUSTOMER][NEUTRAL] Uh, receipt of your claims acknowledged. However, in order to provide for the consideration of this loss, you need support and documentation. I just wanted to ask some questions about what I need to send, please.
[AGENT][NEUTRAL] OK, sure, yes. Um, may I have your name and a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Uh [PII] and it's [PII].
[AGENT][NEUTRAL] OK, thank you. And do you have the policy number?
[CUSTOMER][NEUTRAL] Yeah, 024.
[CUSTOMER][NEUTRAL] 86519.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Alright, and may I have your date of birth, mailing address and email address for verification?
[CUSTOMER][NEUTRAL] [PII] email address is [PII] and my address is [PII]. Can you hang on one second please, ma'am?
[AGENT][POSITIVE] Thank you. Sure, go ahead.
[CUSTOMER][NEUTRAL] Like
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Sorry. Hello, I'm back now.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] I'm back now.
[AGENT][NEUTRAL] Alright, OK, so I went ahead and pull the most recent claim to see exactly what we're needing on that, um, and based on that claim it looks like um let's see we need.
[AGENT][NEUTRAL] An itemized bill with diagnosis calls or a super bill or office notes.
[CUSTOMER][NEGATIVE] OK, so I sent a bill in. Um, did it not have, I have another bill here it's got itemized but I'm being charged for each line. It doesn't have any codes, so I don't, I don't exactly.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] What is that's what I'm looking for.
[AGENT][NEUTRAL] Yeah, that is what we're looking for. The diagnosis code is what we're looking for. So if you can just um get in touch with the provider and let him know that you're trying to get an itemized bill with the diagnosis code, they can let you know how you can get one.
[CUSTOMER][NEUTRAL] Oh yeah.
[CUSTOMER][POSITIVE] OK, thank you, I'll do that.
[AGENT][NEUTRAL] Mm
[AGENT][POSITIVE] You're welcome. All right. Is there anything else I may help you with today? You have any other questions or concerns?
[CUSTOMER][POSITIVE] Uh, that's all. Thank you.
[AGENT][POSITIVE] You're welcome. Thank you for calling APL. Have a good afternoon.
[CUSTOMER][NEUTRAL] Alright you too bye.
[AGENT][POSITIVE] Thank you, bye bye.