AccountId: 011433970860
ContactId: 58bdfede-766e-412e-994b-4dbbf9083634
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 43979 ms
Total Talk Time (AGENT): 24237 ms
Total Talk Time (CUSTOMER): 19009 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/27/58bdfede-766e-412e-994b-4dbbf9083634_20250127T20:03_UTC.wav
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[AGENT][NEUTRAL] This is [PII].
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] on the care team. How are you?
[AGENT][POSITIVE] I'm good. How are you doing?
[CUSTOMER][NEUTRAL] I'm doing good. Um, if a diagnosis code is being requested for a claim to be processed, it does it have to be on medical documentation or it just, we just need the code?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, they would have to resubmit the claim. We can't take it over the phone anymore. And um what they can do is write it on the documentation. Um, it doesn't have to be preprinted on there. So they can, um, basically get the documentation. We'll get the code from the doctor and write it on the um claim information and resubmit it.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, that's all I needed, thank you.
[AGENT][POSITIVE] No problem. You have a good one.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][NEUTRAL] All right. Bye.