AccountId: 011433970860
ContactId: 6ad1c661-0a1d-4766-ab69-8be00f51f862
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 171279 ms
Total Talk Time (AGENT): 71868 ms
Total Talk Time (CUSTOMER): 81253 ms
Interruptions: 2
Overall Sentiment: AGENT=1.5, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/29/6ad1c661-0a1d-4766-ab69-8be00f51f862_20250129T20:17_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Yes, hello. He's not here, he'll be here at [PII].
[CUSTOMER][NEUTRAL] Uh, yes, hi, uh, hi. I'd like to
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] To get information.
[AGENT][NEUTRAL] OK, yes, ma'am. I can assist you with policy information. Um first, I'll need your name and a good callback number.
[CUSTOMER][NEUTRAL] Yes, uh, [PII].
[AGENT][POSITIVE] And thank you, [PII] and I'll need a good callback number just in case we're disconnected.
[CUSTOMER][NEUTRAL] Yes, yes, [PII].
[AGENT][NEUTRAL] Thank you. Now, I need your policy number, please.
[CUSTOMER][NEUTRAL] Yeah, it is uh.
[CUSTOMER][NEUTRAL] 024656
[CUSTOMER][NEUTRAL] 33
[CUSTOMER][NEUTRAL] ML 8.
[AGENT][NEUTRAL] Thank you. Um, now, please verify your date of birth and your mailing address.
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[CUSTOMER][NEUTRAL] And uh mailing address [PII].
[AGENT][NEUTRAL] OK. OK. And please verify your email address.
[CUSTOMER][NEUTRAL] Yeah, it is [PII].
[AGENT][POSITIVE] Yes, ma'am. And how can I help you?
[CUSTOMER][NEUTRAL] Yes, I had a procedure done on me, um, in which I paid uh out of pocket co-payment, and I wanted to know what is it that I need to file a claim for the uh co-payment reimbursement.
[AGENT][NEUTRAL] OK. What we'll need is the explanation of benefits from your primary insurance company um for that service. And we'll also need your diagnosis code. The diagnosis code is not pre-printed on the explanation of benefits. So you can get that information from your doctor and write it on the explanation of benefits and you can either fax us the information, you can file the claim online or you can mail it to us.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Explanation of benefits and the uh diagnosis code.
[AGENT][POSITIVE] Yes, ma'am. That's correct.
[CUSTOMER][NEUTRAL] OK, that's for everything I pay copayment for, right?
[AGENT][NEUTRAL] Um, no, the diagnosis code is the code for the illness. The reason why you're seeing the doctor and having that procedure. Yeah, that's the diagnosis code.
[CUSTOMER][NEUTRAL] Or the reason the procedure.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] OK, OK, um, let me go ahead and see how I get that. OK, thank you, thank you very much. Thanks, uh, yeah.
[AGENT][NEUTRAL] OK. Is there anything else that I can assist you with?
[CUSTOMER][POSITIVE] No, that'll be all. I maybe I'll call back. Thank you. Have a good day.
[AGENT][POSITIVE] Mhm. Thank you, [PII]. Mhm. Bye.