AccountId: 011433970860
ContactId: a191a97b-d8b4-4d1e-bdda-cf47171a5210
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 169809 ms
Total Talk Time (AGENT): 54313 ms
Total Talk Time (CUSTOMER): 95949 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/2025/01/13/a191a97b-d8b4-4d1e-bdda-cf47171a5210_20250113T14:32_UTC.wav
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[AGENT][NEUTRAL] APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII]. My name is [PII].
[CUSTOMER][NEUTRAL] And I am calling for regarding um what do you want the claim number?
[AGENT][NEUTRAL] Uh, do you have the policy number, [PII]?
[CUSTOMER][NEUTRAL] Oh, the policy number is 02270967.
[AGENT][NEUTRAL] OK, and what's the claim number?
[CUSTOMER][NEUTRAL] And the claim number is 3530161.
[AGENT][NEUTRAL] OK, what's a good callback number in case we're disconnected?
[CUSTOMER][NEUTRAL] Um, [PII], that's my home number.
[AGENT][NEUTRAL] OK, thank you. One moment.
[AGENT][NEUTRAL] And [PII], can you verify your date of birth, your mailing address and email address?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] And your email.
[CUSTOMER][NEUTRAL] Oh, my email is [PII].
[AGENT][NEUTRAL] Thanks for verifying that [PII]. Did you have a question regarding this claim?
[CUSTOMER][NEUTRAL] Yeah, um, they had sent me something regarding, um, uh, uh, something regarding the remark description and they asked for diagnosis codes and I just wanted to let you know that I received them from [PII] on Saturday and I mailed yours off today.
[AGENT][POSITIVE] OK. Very good.
[CUSTOMER][NEUTRAL] So I just wanted to make notes so that you wouldn't think I'm sleeping on this.
[AGENT][NEUTRAL] I will put that note in the system. Give me one moment to do that.
[CUSTOMER][NEUTRAL] OK, yeah.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] You should receive it any day.
[AGENT][NEUTRAL] You emailed
[AGENT][NEUTRAL] The itemized bill with diagnosis code to APL on, did you say today?
[CUSTOMER][NEUTRAL] Yes, today I put it in the mail they already got the itemized statement and everything. They just um said that they wanted to see the diagnosis codes.
[AGENT][NEUTRAL] On
[AGENT][NEUTRAL] Correct. Let's see.
[AGENT][NEUTRAL] OK, so I've indicated that you've mailed the itemized bill with the diagnosis code to APL on today.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] I mailed that to them earlier and then they sent me a response saying that they need the diagnosis codes and I'm, that's in the mail now.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Correct. OK. It has been duly noted.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][NEUTRAL] All right. Anything else I can assist with today, [PII]?
[CUSTOMER][NEUTRAL] No, not right now.
[AGENT][POSITIVE] All righty. Well, thank you for calling APL. Have a good day.
[CUSTOMER][POSITIVE] OK thank you bye bye.
[AGENT][NEUTRAL] Bye-bye.