AccountId: 011433970860
ContactId: bc988fb3-26b6-45b5-8d1c-6bfee85a9d1c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 202600 ms
Total Talk Time (AGENT): 48970 ms
Total Talk Time (CUSTOMER): 129985 ms
Interruptions: 2
Overall Sentiment: AGENT=1.3, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/19/bc988fb3-26b6-45b5-8d1c-6bfee85a9d1c_20250519T20:39_UTC.wav
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[AGENT][NEUTRAL] Calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hello [PII]. Yes, my name is [PII]. I had a question about a, um, a claim that I, yeah.
[AGENT][NEUTRAL] Sure, I can assist you with that. Are you a provider or insured?
[CUSTOMER][NEUTRAL] Insured
[AGENT][NEUTRAL] Can I have a policy number?
[CUSTOMER][NEUTRAL] Yes ma'am, it's 1836605.
[CUSTOMER][NEUTRAL] Sorry.
[AGENT][NEUTRAL] Could you verify your full name, mailing address, and your date of birth?
[CUSTOMER][NEUTRAL] Yes ma'am. My full name is [PII]. Date of birth is [PII]. Mailing address is [PII], and email address is um [PII].
[AGENT][POSITIVE] Thank you and what is a good call back number for you, [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what is the date of service or the claims that you're calling about?
[CUSTOMER][NEUTRAL] OK, it's, I have a claim number it is um let me see 360-1559.
[AGENT][NEUTRAL] For yourself?
[CUSTOMER][NEUTRAL] No, ma'am. It's for my daughter [PII].
[AGENT][NEUTRAL] And what is her date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And you said it's 360.
[CUSTOMER][NEUTRAL] Yes at 1559.
[CUSTOMER][NEUTRAL] That's the claim number it has on the paper.
[AGENT][NEUTRAL] Thank you. And what was your question about this claim?
[CUSTOMER][NEUTRAL] Um, for the, uh, what is it?
[CUSTOMER][NEUTRAL] The remark that says like number 2 and it's the DM hold on D1MO 400.
[AGENT][NEUTRAL] We need diagnosis codes. We need, you need to get an itemized bill from the provider with the diagnosis codes.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I got
[CUSTOMER][NEUTRAL] OK, then I did do the I OK after I read it, I was like, Lord, I hope I did it. I did already, OK, I did already. I did it, um, when I read it.
[AGENT][NEUTRAL] So now you can just upload it.
[AGENT][NEUTRAL] OK, is there anything else that I can assist you with today?
[CUSTOMER][NEUTRAL] No, I guess the reading is fundamental. I'm failing right now because when I start reading it I'm like, hold up.
[AGENT][NEUTRAL] Uh oh, it's not.
[CUSTOMER][NEUTRAL] OK, so
[AGENT][POSITIVE] That's why we're here for you to call and ask questions.
[CUSTOMER][NEUTRAL] Yeah, and
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Oh, OK, but yes, it does have a diagnosis code, um.
[CUSTOMER][NEUTRAL] I guess whatever dates that you that they were looking for the [PII] on this one.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] I know he is. I'm sorry. I live in a small town and if it has wheels on it and they can add a a sound system, they gonna ride it.
[CUSTOMER][NEUTRAL] He just, he just hit this curb real quick, but um and I guess, well for the other ones I just went ahead and submitted everything that I had, I had the diagnosis code on, so the ones that got sent back, they should be.
[CUSTOMER][NEUTRAL] OK then.
[AGENT][NEUTRAL] OK, is there anything else that I can assist you with today?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] I don't think so.
[CUSTOMER][NEUTRAL] No, I'll just hang tight and check uh later on this week and see if something happens or not.
[AGENT][POSITIVE] Oh, alrighty then. Thanks for calling APL and have a great day, [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank
[CUSTOMER][NEUTRAL] You too. Uh huh bye bye.
[AGENT][POSITIVE] Thanks bye.