AccountId: 011433970860
ContactId: bf6d1f1e-6371-4288-9ea9-e4e598dd050f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 242570 ms
Total Talk Time (AGENT): 127403 ms
Total Talk Time (CUSTOMER): 87789 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/25/bf6d1f1e-6371-4288-9ea9-e4e598dd050f_20250325T14:56_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I'm calling about a letter that I received about needing more information about an incident that I had that where I had to get stitches and I filed a claim, but they're asking for more information than what I have supplied so yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Got you. I could take a look at that claim and get some clarification on what we might be missing um what was your name? I'm sorry.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] It's [PII] My last name is [PII]
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, thank you and then [PII], can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, thank you. And then do you have your policy number?
[CUSTOMER][NEUTRAL] Um, let me see, yes, um, 02587430.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] OK, thank you one moment.
[AGENT][NEUTRAL] OK, and I'm just gonna verify some information really quick. Uh, can I get your date of birth, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and then can I get your mailing address?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect.
[AGENT][NEUTRAL] Perfect. The last thing I need is the email address we've got on file for you uh looks like it might be through your employer.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Got it thank you so much for verifying that information. OK, give me just a moment, let me take a look at this claim.
[AGENT][NEUTRAL] OK, so and this it all can be very confusing um but essentially the information that we need for this claim is going to be the itemized statement that shows the diagnosis code and you can get that information from the provider wherever you went for treatment they will have that information and as soon as you've got that you can send that to us and we can continue getting this processed.
[CUSTOMER][NEUTRAL] I did send that in. I sent the itemized bill from the medical.
[CUSTOMER][NEUTRAL] Uh, the unit that where I went and what I got is what I got from them. Um, it, it explains that I got stitches, it explains everything that they did. I don't know which, what much more that I can ask from them.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So it's that sure so the diagnosis code specifically is what we are needing and that's generally not something they would just give out to you they would usually just give you the itemized bill um but they will have that information um and so as soon as you can get back to us then we can continue getting this process.
[CUSTOMER][NEUTRAL] Specifically
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, so when I, so that's specifically what you need because it does say.
[CUSTOMER][NEUTRAL] Diagnosis codes, super bills office notes, hospital admission, anything like that.
[AGENT][NEUTRAL] Supporting information.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] And if they've got anything additional they want to send, they can, but that's really going to be the bottom line if especially if you did send an itemized statement already we just need an itemized statement that shows the diagnosis code and again they will have that and if there's any confusion, um they're more than welcome to give us a call as well um just the same number you called um if there's any confusion, but there shouldn't be.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, alright, so I will try to ask them specifically for that and see what I can get from them.
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] Perfect, yes, um, and if any questions or confusion definitely give us a call or have them give us a call.
[CUSTOMER][POSITIVE] OK I will thank you so much for your help.
[AGENT][NEUTRAL] Alright, of course, was there anything else I could help you with?
[CUSTOMER][NEUTRAL] OK bye bye.
[CUSTOMER][POSITIVE] No, that's it thank you so much.
[AGENT][POSITIVE] All right thank you bye bye.
[CUSTOMER][POSITIVE] Thank you bye bye.