AccountId: 011433970860
ContactId: d916a8a6-3cee-4f3d-a619-54e652d6fe0f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 50930 ms
Total Talk Time (AGENT): 21368 ms
Total Talk Time (CUSTOMER): 30499 ms
Interruptions: 2
Overall Sentiment: AGENT=0.6, CUSTOMER=3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/17/d916a8a6-3cee-4f3d-a619-54e652d6fe0f_20250217T13:56_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Good morning, [PII]. I'm um looking at a, I have like kind of a the explanation of benefits come back to me. It looks like I'm missing a diagnosis code. Um, how do I submit that? Do I just call you guys or do I need to resubmit the claim with that?
[AGENT][NEUTRAL] You would need to resubmit the information.
[CUSTOMER][NEUTRAL] OK, and just make sure that's listed on, you know, listed in there.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes ma'am and if you could also please reference that claim number please.
[CUSTOMER][NEUTRAL] Oh, OK. But do you want that now?
[AGENT][NEUTRAL] No, no, no, no, when you submit the information that that.
[CUSTOMER][NEUTRAL] Do what? Oh no, just when I do we do it, OK.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][POSITIVE] Oh, OK, no problem. OK, I will do that then.
[AGENT][POSITIVE] OK. And anything else I can help you with? OK, you're welcome. OK.
[CUSTOMER][POSITIVE] OK appreciate it.
[CUSTOMER][POSITIVE] No, that's it. Have a good day. Bye bye.
[AGENT][NEUTRAL] You too. Bye bye.