AccountId: 011433970860
ContactId: 8e9c4795-b0bf-48bb-ae64-0e2aaea754a7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 243960 ms
Total Talk Time (AGENT): 101005 ms
Total Talk Time (CUSTOMER): 100099 ms
Interruptions: 2
Overall Sentiment: AGENT=1.7, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/07/8e9c4795-b0bf-48bb-ae64-0e2aaea754a7_20250107T22:51_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I'm calling to see if my claim got accepted.
[AGENT][NEUTRAL] OK, yeah, I can check on a claim for you. uh, what was your name?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and [PII], can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. Do you have your policy number?
[CUSTOMER][NEUTRAL] Uh, yes, I do. It's 243 5578.
[AGENT][NEUTRAL] OK thank you one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Great.
[AGENT][NEUTRAL] All right, [PII], just gonna verify some information really quick. Uh, can I get your date of birth, please?
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and then can I get your mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect. Last thing I need is the email address that we've got on file for you. uh, looks like it is a [PII] account.
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][POSITIVE] OK, yes, thank you so much for verifying that information right, bear with me just a moment.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] Yeah I was.
[CUSTOMER][NEUTRAL] No nothing.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] So I am showing let's see this was for the date of service um this was for [PII], is that right?
[CUSTOMER][NEUTRAL] This
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, give me just a moment.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Well
[CUSTOMER][NEUTRAL] I can.
[AGENT][NEUTRAL] OK, so it looks like we are missing some information for this. Uh, we're needing a diagnosis code for this state of service and you can get that from your, uh, provider that you went to for treatment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] I think I already sent that over though.
[AGENT][NEUTRAL] OK, I did see that we've received something else let's see on.
[AGENT][NEUTRAL] [PII], so just a few days or just last week, is that when you sent it?
[CUSTOMER][NEUTRAL] Yeah, it should, well, I don't think it was a diagnosis because the lady that I spoke to prior. All she told me was that she needed the front of the page where I, where they told me that I was getting referred to someone else and the code.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. That is definitely the diagnosis code that we are needing. Um, so do you, are you just not sure if that might have been what you did submit?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] I'm still.
[CUSTOMER][NEUTRAL] Sorry?
[AGENT][NEUTRAL] So we, we are definitely needing the diagnosis code for that date of service, [PII], um, so are you just not sure that maybe that's what you did submit last week?
[CUSTOMER][NEUTRAL] No, I, um, I, I submitted something else. It's um.
[CUSTOMER][NEUTRAL] Uh sorry it's loading. It's, it's like a clinical summary.
[AGENT][NEUTRAL] OK, yes, so we are needing the diagnosis code um if you reach out to that provider they should be able to send you that information and just as soon as you're able to get that you can send that to us and we'll continue getting this process.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK, well, let me see if I can get it then and I'll give you guys a call back.
[AGENT][POSITIVE] OK, yeah, sorry about any confusion. Was there anything else I can help you with?
[CUSTOMER][POSITIVE] Uh, no, that's it for now. Thank you.
[AGENT][POSITIVE] Alright, yeah, thanks for calling APL [PII]. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you bye bye.
[CUSTOMER][NEUTRAL] I you can call me.