AccountId: 011433970860
ContactId: 76e082e4-f222-41f8-aadd-7aa63940672a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 209479 ms
Total Talk Time (AGENT): 54268 ms
Total Talk Time (CUSTOMER): 77107 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/30/76e082e4-f222-41f8-aadd-7aa63940672a_20250530T18:49_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], it's [PII] with the care team. Um, I'm calling, I, I guess I need more information just in case to see if this is right. I have an insured on the line and she said that she had submitted a claim and they needed more information on it. She just uploaded it today. Um, is claims able to see what she, she sent in already because I do see a confirmation number but I don't see a stat date or anything.
[CUSTOMER][NEUTRAL] Um, I'm still new at this. I don't know. Are you guys able to see what she?
[CUSTOMER][NEUTRAL] Sent in and see if that's enough or if that's sufficient.
[AGENT][NEUTRAL] Um, so I mean we can see like when the claim come in if it hasn't have a claim number just yet, um, but we, you know, uh, we would allow in order for us to be able to tell her whether or not it's sufficient or not will be after the claim has been reviewed.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK, um, yeah, because it's still like she just sent it, it has claim number and it's all the zeros, um, so are you able to see if the item if that was the itemized bill if it went through?
[AGENT][NEUTRAL] So,
[AGENT][NEUTRAL] Oh yeah.
[AGENT][NEUTRAL] Uh, yeah, I can see what what we have. Uh, what's the policy number?
[CUSTOMER][NEUTRAL] It's 02054422 and it's Ms. [PII].
[AGENT][NEUTRAL] OK, [PII]. OK, I do see that we did receive something today and she's asking if it's an, if it's an itemized bill.
[CUSTOMER][NEUTRAL] Yeah, I guess that's what we were needing from her past claim is we needed an itemized bill for I guess anesthesia and she was wondering if that was if that was correct.
[AGENT][NEUTRAL] OK, give me just a second.
[CUSTOMER][NEUTRAL] I think she was confused on what type of what the document should look like.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so looks like we actually need to verify the diagnosis code, which I do see that that those are on here, um.
[AGENT][NEUTRAL] Let's see, yeah, so I would just let her know that we currently have the claim and it's currently in line to be reviewed.
[CUSTOMER][POSITIVE] OK, thank you so much, [PII].
[AGENT][POSITIVE] Oh sure, no problem. Was there anything else I could do to help you today?
[CUSTOMER][NEUTRAL] Uh, no, thank you.
[AGENT][POSITIVE] Sure, thank you and have a good day.
[CUSTOMER][NEUTRAL] Alright bye.