AccountId: 011433970860
ContactId: c8b62e52-cf6e-4d00-8753-2f19a0a731e1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 249830 ms
Total Talk Time (AGENT): 64938 ms
Total Talk Time (CUSTOMER): 172303 ms
Interruptions: 3
Overall Sentiment: AGENT=0.7, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/04/c8b62e52-cf6e-4d00-8753-2f19a0a731e1_20250404T17:30_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], it's uh [PII] Asian extraordinaire. How are you today?
[AGENT][POSITIVE] Hi [PII], I'm doing well. How are you?
[CUSTOMER][POSITIVE] Yeah, good, just fighting the, the fighting the fight, you know, what are you gonna do? Trying to help people, trying to help those who can't help themselves. What else I've been doing it for 25 years. I should be used to it by now, um, just, yeah, and here's my best call back number while I'm stalling for the OSC to work. It's uh [PII].
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][POSITIVE] Thank you. All [PII].
[CUSTOMER][POSITIVE] Thank you alrighty.
[AGENT][NEUTRAL] Do you have the policy number?
[CUSTOMER][NEUTRAL] Yeah, I sure do. It's gonna be 258-845-3.
[CUSTOMER][NEUTRAL] Her name is uh [PII].
[CUSTOMER][NEUTRAL] Or [PII] is what it is, uh, yeah, I don't know well I just need to ask you a question about it and let me get you her date of birth. Hold on, um.
[AGENT][NEUTRAL] OK. We we just checking on a claim?
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] Just give me a second, I'm get get into OSC and download the group detail really quick.
[AGENT][NEUTRAL] You're fine, sure.
[CUSTOMER][NEUTRAL] Um, and remember what group it is and remember whose name it is.
[AGENT][NEUTRAL] No wor
[CUSTOMER][NEUTRAL] Boy, if this doesn't keep a mind sharp.
[CUSTOMER][NEUTRAL] Yeah, it's OK, it's OK. I always tell people if, uh, being a stand up paid more money than being an insurance agent, that's what I'd really do. Her, uh, date of birth is, I am, I am [PII].
[AGENT][NEGATIVE] I could see you killing that.
[AGENT][NEUTRAL] All right, thank you. What kind of questions did you have for me?
[CUSTOMER][NEUTRAL] You have on me
[CUSTOMER][MIXED] Well, let me get back to her. So I just want to know, she sent me over, actually she, she sent over the broker, but the broker's clueless after 20 years of working with him, you know, [PII] bless him. I love him, but he runs with his head chopped off and uh she sent me over uh her EOBs with an image of her, and this is what I need to know her CPT, which is Charlie Papa Tango CTP code of 84.
[AGENT][NEUTRAL] Sir,
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 481 which I Googled and it says measurement of free triglycerone. I never even heard of thyroid hormone and a serum or plaza and um I just wanna know if I just email claims is that a true code that you guys can use? It looks like um it was a screenshot from her.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] So,
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You know, from her uh from actually your what is it her itemized hospital bill. I just wanna make sure that that's a valid code.
[AGENT][NEUTRAL] OK, yes, so typically of course over the phone I wouldn't be able to say yes or no either way if that's going to be acceptable documentation um right um it certainly does uh sound like it but of course like everything we would just say contact the provider itemize statement with diagnosis and procedure codes and they'll give them what we need to have it does sound correct, but we would need of course both the diagnosis and procedure codes.
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][POSITIVE] Yeah, you're never supposed to, yeah, I got you right.
[CUSTOMER][NEUTRAL] Yeah, it's gotta be looked at OK.
[CUSTOMER][NEUTRAL] OK, uh, and you know I've been with you guys for 11 years and I still have to ask this weird question. Instead of bothering the insured, which they really should own up to their own responsibility, can I just email this to claims and uh so they can just put it in process since everything happens to be on this email?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Yeah, I don't see why not.
[CUSTOMER][POSITIVE] OK, alright then that's what I'll do OK alright I appreciate it as always.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Of course. Was there anything else I can help you with today?
[CUSTOMER][POSITIVE] Alright, you'd be good.
[CUSTOMER][POSITIVE] No, that'll do it all right thank you.
[AGENT][POSITIVE] No promises. I hope you have a great weekend.
[CUSTOMER][NEUTRAL] Alright bye bye.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][POSITIVE] Thank you bye bye.
[CUSTOMER][NEUTRAL] Bye bye.