AccountId: 011433970860
ContactId: cfcefd9c-28c0-4460-8867-b388814ffae7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 212800 ms
Total Talk Time (AGENT): 72789 ms
Total Talk Time (CUSTOMER): 42551 ms
Interruptions: 0
Overall Sentiment: AGENT=2.2, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/05/cfcefd9c-28c0-4460-8867-b388814ffae7_20250205T17:59_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, my name is [PII], um, and I called a couple of days ago I think and uh they said they needed a diagnosis code so I resent some stuff over. Can you tell me what's going on with it now?
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Yes ma'am, I'm happy to take a look. Do you have your policy number?
[CUSTOMER][NEUTRAL] Yes ma'am, it's 152.
[CUSTOMER][NEUTRAL] 876 1
[AGENT][POSITIVE] Alright, thank you so much let me pull this up here one moment.
[AGENT][NEUTRAL] All right. And then [PII], if I could just get your date of birth, please, and address.
[CUSTOMER][NEUTRAL] Uh, [PII]. My address is [PII].
[AGENT][POSITIVE] Thank you. And [PII], is that still a good email address for you?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] OK, thank you so much for your patience, [PII]. So I do see the denial one where we were asking for the uh excuse me, diagnosis codes. I do show that we received the information that you sent in. It's still in progress. I don't show that there's been a decision made, but I do show that it was received as far as the paperwork.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK, I'm just making sure that uh that was gonna be enough.
[AGENT][NEUTRAL] Yeah, it says miscellaneous correspondence. Let me just double check what I can double check what was sent in here and just make sure that that should be enough.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Mhm
[AGENT][POSITIVE] OK, yeah, so this is perfect. Well, yeah, as far as what you sent in, I don't see any issues with that, so just allow it a little bit more time to process it looks like.
[CUSTOMER][POSITIVE] OK, all right, that sounds good. Thank you so much.
[AGENT][POSITIVE] You're welcome, [PII]. Have a good rest of your day.
[CUSTOMER][POSITIVE] You too dear thanks bye.
[AGENT][NEUTRAL] OK.