AccountId: 011433970860
ContactId: ca529ae9-a3df-4aeb-99f4-bc60e0bf6232
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 150279 ms
Total Talk Time (AGENT): 45000 ms
Total Talk Time (CUSTOMER): 106853 ms
Interruptions: 2
Overall Sentiment: AGENT=0.7, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/10/ca529ae9-a3df-4aeb-99f4-bc60e0bf6232_20250610T17:28_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good afternoon. Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Are you the only one that answer phones, woman?
[AGENT][NEUTRAL] Mm, pretty much.
[CUSTOMER][NEGATIVE] Hm, lucky you. You get, you get another call. This is [PII].
[AGENT][NEUTRAL] Uh, all right.
[AGENT][NEUTRAL] Oh [PII].
[CUSTOMER][NEUTRAL] I have the insured on the phone. Oh [PII], I don't know how where that accent come from. I have an insured on the phone long she called the provider's office and she is calling about all these 18 claims that she submitted for these dates of service and they were needing uh the diagnosis codes.
[AGENT][NEUTRAL] OK, hold on one second.
[CUSTOMER][NEUTRAL] Well she submit information in today through the OSC and what it is, it's a patient's letter, but it just has procedure codes. So I told her that we need the diagnosis codes where she has [PII] from the provider's office on the phone and they're saying, well, back in the day, there was never a problem anyway.
[CUSTOMER][POSITIVE] And go a whole thank these people. Anyway, the thing is on this um.
[CUSTOMER][NEUTRAL] The provider said they can send her notes.
[CUSTOMER][NEUTRAL] Her treatment notes that has the diagnosis codes for each date. Can we accept that?
[AGENT][NEUTRAL] What's your policy number?
[CUSTOMER][NEUTRAL] 247-875-2.
[CUSTOMER][NEGATIVE] They just trashing us why they thought I was placing on hold this I am.
[AGENT][NEUTRAL] Oh, OK. They just, they talking about that. Yeah, if the doctor's notes, cause the doctor's notes is probably gonna tell why she came in for treatment, yeah.
[CUSTOMER][NEUTRAL] OK. So the treatment notes or doctor's notes are fine.
[AGENT][NEUTRAL] Mhm. Yeah.
[CUSTOMER][POSITIVE] Alright, thank you, madam. Let me let them know. So yeah, we'll have this.
[AGENT][NEUTRAL] As long as it tells why she came in to see.
[AGENT][NEUTRAL] Yay, do you not gonna allow them with that couple with a couple for 30 minutes yesterday.
[CUSTOMER][NEUTRAL] All right. Well, thank you. Yay, I don't have a chance.
[CUSTOMER][NEGATIVE] Shut up!
[AGENT][NEUTRAL] From the time that you sent them to me until I got off.
[CUSTOMER][POSITIVE] I'm so sorry.
[AGENT][NEUTRAL] It'll help me to clock out when I got off the phone with him.
[AGENT][NEGATIVE] But they, but they were, they were bad though.
[CUSTOMER][NEUTRAL] Oh,
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] No, no, she was super sweet. That lady, yesterday she was super sweet, but this one, she's detail is all get out and she wanted every single date that they she sent that we needed, so.
[AGENT][NEUTRAL] Mm, yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, OK, alright then, ma'am.
[CUSTOMER][NEUTRAL] Anyway,
[CUSTOMER][POSITIVE] At least she's not yelling because she has to send it. But anyway, let me let her know so I can get this woman off the phone. I appreciate it. Thank you.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] All right, thank you.
[AGENT][POSITIVE] No problem bye bye.
[CUSTOMER][NEUTRAL] Bye.