AccountId: 011433970860
ContactId: 84b50144-4b0d-4f75-8d13-26ee1928d703
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 84169 ms
Total Talk Time (AGENT): 32237 ms
Total Talk Time (CUSTOMER): 41361 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/23/84b50144-4b0d-4f75-8d13-26ee1928d703_20250423T17:27_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Hi, yes, [PII]. This is [PII] from the care team. Um, I have an insured on the phone and he is saying that his provider.
[CUSTOMER][NEUTRAL] Uh, gave him a bunch of billing codes.
[CUSTOMER][NEUTRAL] And uh we don't do that on our side.
[AGENT][NEUTRAL] It's, it's claims.
[CUSTOMER][NEUTRAL] Oh, is that what he's talking about?
[AGENT][NEUTRAL] Yeah, if he's talking about a provider and some codes that's claims.
[CUSTOMER][NEUTRAL] OK, so it's just a claim number?
[AGENT][NEUTRAL] Yeah, well, I don't know if it's a claim number it might be something that uh the claims needs to give to the provider in order to like file the claim.
[AGENT][NEUTRAL] Probably something on the EOB or something like that, but yeah, that's not group billing.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK, would that be the, I guess the claims department, but I thought they shut that down.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I don't know how that's processed now that everything's going through the.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] Care thing.
[CUSTOMER][NEUTRAL] I know I there's so much that's being processed through that. I forget which one they shut down, OK.
[CUSTOMER][POSITIVE] All right. Well, thank you for your help.
[AGENT][POSITIVE] No problem.
[CUSTOMER][NEUTRAL] OK, bye.
[AGENT][NEUTRAL] Bye.