AccountId: 011433970860
ContactId: c9a68fa2-24c5-450f-8f86-fa315b73eccd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 171419 ms
Total Talk Time (AGENT): 27323 ms
Total Talk Time (CUSTOMER): 119430 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/23/c9a68fa2-24c5-450f-8f86-fa315b73eccd_20250423T14:27_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. That was fast. I didn't have to hold but a moment. Um, let me give you my name and um so you can look something up for me. Um, [PII] it's [PII] and my husband's name is [PII].
[CUSTOMER][NEUTRAL] And you may want me to start off with the policy number.
[AGENT][POSITIVE] OK, yes, that'd be perfect.
[CUSTOMER][NEUTRAL] It's 996-576.
[AGENT][NEUTRAL] OK, Ms. [PII], do you have a good callback number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes ma'am, I do [PII].
[AGENT][NEUTRAL] OK, thank you. And just need to verify a few pieces of information. What is your birth date?
[CUSTOMER][NEUTRAL] My birthday is [PII] and my husband's is [PII].
[AGENT][NEUTRAL] OK, thank you. And then what is your address?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And then lastly your email address.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][POSITIVE] OK, perfect. And then how can I help you today?
[CUSTOMER][NEUTRAL] OK, this is gonna be a quick uh question you can probably answer right off the bat. I am needing to get some fully um itemized procedure codes and diagnosis codes for you guys in order to make a claim I had sent in earlier.
[CUSTOMER][NEUTRAL] Um, and I'm up here at the department at MD [PII] that handles this and her quick question for me was, do you need the UBO4 and the HCFA?
[CUSTOMER][NEUTRAL] Or just
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Or both of them?
[AGENT][NEUTRAL] Both of them.
[CUSTOMER][NEUTRAL] Both of them. OK. She asked me and I thought, oh, I don't know, I haven't had that did, and the explanation of benefits that you would need would come from my insurance on what they paid.
[AGENT][POSITIVE] Correct, yes.
[CUSTOMER][NEUTRAL] And you need that as well.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][POSITIVE] I think that's that I believe that's all I needed to know from you.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Well, I hope you have a great day.
[CUSTOMER][POSITIVE] OK, thank you so much. Oh, I do too.
[AGENT][POSITIVE] Thank you for calling APL.
[CUSTOMER][NEUTRAL] Uh huh bye bye.
[CUSTOMER][NEUTRAL] Mhm