AccountId: 011433970860
ContactId: 742d4923-987e-4157-ae37-b70b6d0e941b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 108110 ms
Total Talk Time (AGENT): 47048 ms
Total Talk Time (CUSTOMER): 55713 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/04/742d4923-987e-4157-ae37-b70b6d0e941b_20250404T20:48_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from Acme Oyster House, and I have a question about an employee's claim. Um, he got an EOB that says it needs more info, but he either misplaced the page that says what info they need you guys need or it just wasn't included. It probably he misplaced it. So if you could help me with that.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Yeah, absolutely, [PII]. Do you have the claim number or policy number?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] The claim number is 3582977.
[AGENT][NEUTRAL] All right, thank you for that. And then do you have a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] Uh yes [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Alright, and then just to verify what's the insured's name and date of birth?
[CUSTOMER][NEUTRAL] Uh [PII] and uh let me get to his date of birth one second.
[CUSTOMER][NEUTRAL] To do
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] All right, thank you. OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So it looks like, [PII], it says no diagnosis code provided. Receipt of claim was acknowledged, however, in order to provide consideration, um we need documentation to evidence the accident or sickness. So, yeah.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so you need something that has the diagnosis code on it from the uh hospital or the OK, got it. I will uh let tell him, yeah.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Yeah, for the
[AGENT][NEUTRAL] Yeah, provider or hospital. OK.
[CUSTOMER][NEUTRAL] I'll get him on that.
[CUSTOMER][POSITIVE] Excuse me, OK, thank you so much.
[AGENT][POSITIVE] You're welcome have a good day.
[CUSTOMER][POSITIVE] You too thanks bye bye.
[AGENT][NEUTRAL] Bye.