AccountId: 011433970860
ContactId: af2008c5-6eb8-4c3f-8e7c-50da07c1d7e0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 145009 ms
Total Talk Time (AGENT): 78970 ms
Total Talk Time (CUSTOMER): 65247 ms
Interruptions: 1
Overall Sentiment: AGENT=1.2, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/14/af2008c5-6eb8-4c3f-8e7c-50da07c1d7e0_20250314T19:31_UTC.wav
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[AGENT][NEUTRAL] Calling American Public Life. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes [PII], my name is [PII], and I'm calling from Pascal Truck Lines regarding a claim that one of our employees dependents submitted on the APL policy.
[AGENT][NEUTRAL] OK, I can take a look at that for you. Could I get a callback number?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] Thank you. And the policy number?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Policy number is 01807974.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] Uh patient claimant is [PII] Date of birth [PII].
[AGENT][NEUTRAL] OK, thank you so much for verifying the policy. And you are calling to check the status of a claim that was submitted by the insured. Are you the benefit rep?
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] I am the administrator for the company Pascal Truck Lines.
[AGENT][NEUTRAL] OK. OK.
[AGENT][NEUTRAL] Let's see, so I do show um and what is the data service that you're calling on?
[CUSTOMER][NEUTRAL] Um, 110 of 24 I think.
[AGENT][NEUTRAL] OK, OK, I do show that that information was received. Um, it looks like, uh, on.
[AGENT][NEUTRAL] Hold one moment. On [PII], we did request the diagnosis code.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, that is the part that the insured is unclear about. They said that they submitted an invoice from the provider with diagnostic codes on it.
[AGENT][NEUTRAL] Uh, so procedure codes are different than the diagnosis code. The diagnosis code is the code that shows us the reason for sickness or injury. Uh, so for this emergency room visit, if they can send a copy of the admin, um, summary or the admit and discharge summary for that visit, it should have uh the information as to why they were treated on there.
[CUSTOMER][POSITIVE] OK, I will share this with the insured. Thank you very much.
[AGENT][POSITIVE] Oh, OK. You are welcome, [PII]. Is there anything else I can help you with?
[CUSTOMER][POSITIVE] No, I think that'll do it thank you.
[AGENT][POSITIVE] OK. You have a wonderful weekend and thank you for calling APL. Bye-bye.
[CUSTOMER][NEUTRAL] You as well.
[CUSTOMER][POSITIVE] Thank you bye.