AccountId: 011433970860
ContactId: 5ab66b5c-24a9-43c2-85aa-61a5ca72dd57
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 110419 ms
Total Talk Time (AGENT): 34627 ms
Total Talk Time (CUSTOMER): 53471 ms
Interruptions: 0
Overall Sentiment: AGENT=2.3, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/13/5ab66b5c-24a9-43c2-85aa-61a5ca72dd57_20250313T14:31_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, um, I have um the gap and um I was wondering, um, I sent the claim over and I have to send a few more for the office visits, but I was wondering, you're saying that you need um.
[CUSTOMER][NEUTRAL] Uh, let me see what I tell you. Oh, it says that you need some.
[CUSTOMER][NEUTRAL] So you need um
[CUSTOMER][NEUTRAL] Please provide diagnosis code for this state of service?
[AGENT][NEUTRAL] Yes, ma'am, from your provider.
[CUSTOMER][NEUTRAL] OK, so can I just get the number and and call you guys and give it to you, or they have to prepare paperwork?
[AGENT][NEUTRAL] It has to be written. It has to be in writing. We can no longer accept them over the phone.
[CUSTOMER][NEUTRAL] OK. Um, all right. So what you always need is a dinoset code and what are the codes?
[AGENT][NEUTRAL] The diagnosis code and itemized bill from the provider and your major medical explanation of benefits.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] So you need only one code, right?
[AGENT][NEUTRAL] Yes, the diagnosis code.
[AGENT][NEUTRAL] Your CPT code should be on your itemized billing.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Hold on, let me write that down. CTT Code.
[AGENT][NEUTRAL] Yes, those should be on your billing from your provider.
[CUSTOMER][NEUTRAL] So you need
[CUSTOMER][NEUTRAL] CPT code.
[CUSTOMER][NEUTRAL] So that should be on the building, on the building and the survivor, on the provider.
[AGENT][POSITIVE] Correct.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK. And then uh
[CUSTOMER][POSITIVE] Alright, let me see if I go ahead and get that. Thank you.
[AGENT][POSITIVE] You're so welcome and thank you for calling American Public Life. Have a great day. Bye-bye.
[CUSTOMER][NEUTRAL] You too. Bye.