AccountId: 011433970860
ContactId: 485a3372-6a8b-4db9-88d6-ab3c8123bd41
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 91440 ms
Total Talk Time (AGENT): 15741 ms
Total Talk Time (CUSTOMER): 68083 ms
Interruptions: 0
Overall Sentiment: AGENT=3.3, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/12/485a3372-6a8b-4db9-88d6-ab3c8123bd41_20250212T16:04_UTC.wav
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[AGENT][NEUTRAL] This is [PII]
[CUSTOMER][NEUTRAL] Hi, [PII]. This is [PII] in customer care. How are you today?
[AGENT][POSITIVE] I'm great how are you?
[CUSTOMER][NEUTRAL] Hey, I'm good. I have an insured on the line who has a question about a med link claim. Is this something that you could maybe look at with me and help?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Alright, policy number whenever you're ready.
[AGENT][POSITIVE] I'm ready.
[CUSTOMER][NEUTRAL] Is 02586752.
[CUSTOMER][NEUTRAL] Should come up for [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So he has two claims in there that were denied um and then my question is on this 3rd submission that he did on the [PII] I pulled it in OnBase we requested diagnosis codes and what he did is he wrote the diagnosis code on the statement of the insured.
[CUSTOMER][NEUTRAL] And I don't know if that's sufficient for you guys or not.
[AGENT][NEUTRAL] It is, it has to be in writing. We just can't take it over the phone.
[CUSTOMER][NEUTRAL] OK, so if he wrote that on the claim form, then he should be good, right?
[AGENT][POSITIVE] Correct, yes.
[CUSTOMER][NEUTRAL] OK, alright, alright, I will let him know that he was a little frustrated with the additional information, so I just wanted to make sure that was OK for you guys.
[AGENT][POSITIVE] Yes, that is exactly what we need.
[CUSTOMER][POSITIVE] OK, I will let him know that and just to give it a couple of days to process. Thank you so much.
[AGENT][POSITIVE] You're so welcome. Have a great day. Bye-bye.
[CUSTOMER][NEUTRAL] You too.