AccountId: 011433970860
ContactId: 50a4a771-ef19-425c-b17f-9363dd7009c7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 231539 ms
Total Talk Time (AGENT): 74944 ms
Total Talk Time (CUSTOMER): 109545 ms
Interruptions: 1
Overall Sentiment: AGENT=1.6, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/30/50a4a771-ef19-425c-b17f-9363dd7009c7_20250530T14:21_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is. How can I help you?
[CUSTOMER][NEUTRAL] Hi, um, your name came out a little garbled. What is it?
[AGENT][NEUTRAL] Sorry, [PII]
[CUSTOMER][NEUTRAL] Oh hey [PII]. Hey, [PII], it's uh [PII], APL agent extraordinaire. How are you today?
[AGENT][POSITIVE] Hi, doing well, how are you?
[CUSTOMER][NEUTRAL] Hey, good, good, good. Hey, I'm [PII]. I know, I know because I just been with you guys for 12 years. I know I'm calling probably 1 calendar day too early, but I actually have time to call. So can I check on a wayward so on her claim, please?
[AGENT][POSITIVE] Absolutely, no, you're perfectly fine. uh, [PII], I can get that uh call back number from you real quick.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Sure, callback number, yeah, yeah, [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, thank you. Do you have that policy number?
[CUSTOMER][NEUTRAL] Yeah, I'm jiggy with it. It's 234-1456.
[CUSTOMER][NEUTRAL] And her name, she forgot the A when she was born. Her name's [PII].
[AGENT][NEUTRAL] OK and then uh the date of birth please.
[CUSTOMER][POSITIVE] I know, God bless [PII]. I know [PII].
[AGENT][POSITIVE] No kidding.
[CUSTOMER][NEUTRAL] I, I know.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Must drive her nuts.
[AGENT][POSITIVE] Alrighty, thank you for that.
[AGENT][NEUTRAL] I know
[AGENT][NEUTRAL] Alright, let's see, um, I imagine this is the most recent claim. Was this for the date of service of uh [PII]? OK.
[CUSTOMER][NEUTRAL] Yeah, yeah, yeah, yeah.
[AGENT][NEUTRAL] All righty, give me just a moment. Let's take a look.
[CUSTOMER][POSITIVE] Sounds good, yeah.
[CUSTOMER][POSITIVE] I'm on a roll. I got, I've gotten everybody paid today, so.
[AGENT][POSITIVE] Hey there we go.
[CUSTOMER][POSITIVE] Really blessed
[AGENT][NEUTRAL] OK, let's see
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] That looks like for this claim we are missing some information um we are missing the primary EOB.
[AGENT][NEUTRAL] And there was no uh diagnosis code.
[AGENT][NEUTRAL] So the primary EOB and then the itemized statement that shows the diagnosis code. Yes, sir, that is all it's showing that we're missing.
[CUSTOMER][POSITIVE] Wow, those are the only two things that you need.
[CUSTOMER][NEUTRAL] Oh hold on just for a second because I thought I sent that in claims because the HR sent it in to me. Hold on.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Oh, I must be in a time where, but I sent it in [PII] to [PII]. Um, let me just see what I sent over.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Isn't that weird? OK, hold on.
[CUSTOMER][NEUTRAL] Yeah, it is the uh the OB. The diagnosis code is 764. Alright, um, I'll just resend this. Do you, do you want me to send this just to the general email box or do you want to send it to you specifically?
[AGENT][NEGATIVE] Oh no, I'm, I'm surface level, Joe. I don't, I'm care team. I don't do all that.
[CUSTOMER][NEUTRAL] OK, got you.
[AGENT][NEUTRAL] Um, do you want that claim number?
[CUSTOMER][NEUTRAL] OK, got you.
[CUSTOMER][NEUTRAL] Uh, yeah, so I can tag it in. Sure, go ahead. What is it?
[AGENT][NEUTRAL] That is 3606596.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] 596 OK.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] Alright, let me send it up. OK, alright, thanks.
[AGENT][POSITIVE] All right sounds good no problem have a great rest of your day.
[CUSTOMER][POSITIVE] You take care, thank you.
[AGENT][POSITIVE] Thank you bye bye.
[CUSTOMER][NEUTRAL] Alright you too bye.