AccountId: 011433970860
ContactId: 801f0e57-773e-42f7-a1bc-d0a951ef62ec
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 142339 ms
Total Talk Time (AGENT): 38245 ms
Total Talk Time (CUSTOMER): 88019 ms
Interruptions: 1
Overall Sentiment: AGENT=0.3, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/10/801f0e57-773e-42f7-a1bc-d0a951ef62ec_20250410T15:12_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], it's [PII] at APL agent extraordinaire. How are you doing today?
[AGENT][POSITIVE] I'm good, [PII]. How are you?
[CUSTOMER][NEUTRAL] Yeah, good, just checking on a Wayward Soul, um, if, yeah, they're all Wayward, you know, I'm the CFO, you know, so I'm calling because heaven forbid he dials an 800 number himself. So, um, let me give you, yeah, you know how it is. Let me give you the my best call back number [PII] and then let me know when you're ready for the policy number.
[AGENT][NEUTRAL] Go ahead.
[AGENT][NEUTRAL] Uh, go ahead, Mr. [PII].
[CUSTOMER][NEUTRAL] 2605164
[AGENT][NEUTRAL] All right, well
[CUSTOMER][NEUTRAL] The insured's name is [PII].
[CUSTOMER][NEUTRAL] And tell me when you're ready for his date of birth.
[AGENT][NEUTRAL] All right, go ahead.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right, and what are we checking on for Mr. [PII]?
[CUSTOMER][NEUTRAL] Um, if you can look in your crystal ball, it there's only one,
[CUSTOMER][NEUTRAL] Pro uh there's only one claim in there for processing. I can't look at my 10,000 emails on this guy, but, um, I think I sent it in last Thursday and just wanna see if there's any resolved to it yet.
[AGENT][NEUTRAL] OK, let's see here.
[CUSTOMER][NEUTRAL] Yeah, as you're looking, I'm trying to find out what the treatment date is, but, um, the treatment date is [PII].
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Looks like.
[AGENT][NEUTRAL] It was denied on the [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEGATIVE] It shows no diagnosis code provided.
[CUSTOMER][NEUTRAL] Yeah, what else is new? I thought no diagnosis.
[AGENT][NEUTRAL] And then,
[AGENT][NEUTRAL] We need the primary EOB also.
[CUSTOMER][NEUTRAL] The primary
[AGENT][NEUTRAL] So those are the two things missing.
[CUSTOMER][NEUTRAL] So the
[CUSTOMER][NEUTRAL] Yeah, but you're just the two things you only need to file a claim.
[CUSTOMER][NEUTRAL] Um, let me just read it. Viewing the file just gives me his ZOB was submitted. He's asking if they paid. Thanks. Alright, let me talk to the broker on this account. OK, alright, thank you so much, sir. Alright, thank you.
[AGENT][POSITIVE] All right. You're welcome. Take care. Bye-bye.