AccountId: 011433970860
ContactId: c7ba46e6-9614-4977-a088-51b39e8c1196
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 106809 ms
Total Talk Time (AGENT): 38162 ms
Total Talk Time (CUSTOMER): 66156 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/03/c7ba46e6-9614-4977-a088-51b39e8c1196_20250103T20:19_UTC.wav
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[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] This is [PII].
[CUSTOMER][NEUTRAL] Hi, [PII]. This is [PII] and customer service. How are you?
[AGENT][POSITIVE] I'm good. How are you doing?
[CUSTOMER][NEUTRAL] I'm good. I have a question. I've been helping uh a lady on the line set up her online service center. She wants to file um some claims for her gap coverage, and she's asking of what she needs to um submit on the OSC so.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Is there like um do you know if there's like an automatic fillable form that comes up when they go to file a claim on there or does she need to download our um printable form and fill it out and submit it in the OSC?
[AGENT][NEUTRAL] Right, she would need to download that form, print it out and fill it out and upload it with her claim documentation.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, and claim documentation would be like a um itemized bill receipts, anything like that?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Right, and she'll need, she'll need the EOB from the primary insurance company and she'll need her diagnosis code. The diagnosis code is not always on the um EOB so she would need to get that from her doctor and make sure that she write it on the explanation of benefits as long as we can see it, yeah.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right. She needs the EIB from the original insurance and um her diagnosis code.
[AGENT][NEUTRAL] Diagnosis
[AGENT][NEUTRAL] Right.
[CUSTOMER][POSITIVE] All right. I'll tell her. Thank you so much.
[AGENT][NEUTRAL] OK. Is there anything else?
[CUSTOMER][NEUTRAL] No, that was the
[AGENT][POSITIVE] OK. Uh thank you again. All right. Mm bye.
[CUSTOMER][NEUTRAL] Sorry.
[CUSTOMER][NEUTRAL] Bye-bye.