AccountId: 011433970860
ContactId: dfbc7e24-86a6-4ec1-835c-2b2b1c19ab88
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 228630 ms
Total Talk Time (AGENT): 84080 ms
Total Talk Time (CUSTOMER): 42991 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/13/dfbc7e24-86a6-4ec1-835c-2b2b1c19ab88_20250113T13:26_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, I have a claim number if, if you could do a research trip for me, please.
[AGENT][NEUTRAL] OK, and may I ask who I'm speaking with?
[CUSTOMER][NEUTRAL] [PII], the claimant is [PII], my wife.
[AGENT][NEUTRAL] And Mr. [PII], in case this call is disconnected, may I have your callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And do you have the policy number?
[CUSTOMER][NEUTRAL] I have a claim number.
[AGENT][NEUTRAL] OK, may I have the claim number, please?
[CUSTOMER][NEUTRAL] Actually I have no, I have a policy number. I'm sorry, it's the policy is 02489654.
[AGENT][POSITIVE] Thank you, and it was 02489654?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And can you please verify your mailing address?
[CUSTOMER][NEUTRAL] A [PII].
[AGENT][NEUTRAL] Thank you. Can you also verify your date of birth?
[CUSTOMER][NEUTRAL] My date of birth is [PII].
[AGENT][NEUTRAL] Yes, your date of birth.
[AGENT][NEUTRAL] Thank you. And for our records, can you please verify your email address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, you say you're checking on a claim for your wife?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And you said you have the claim number, can you give me that claim number, please?
[CUSTOMER][NEUTRAL] 352-900-03
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, this is in regards to [PII] data service looks like we had requested additional information.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Under this policy, we do not, we cannot use balance for statements. We requested the itemized billing that provides the diagnosis codes and procedure codes.
[CUSTOMER][NEUTRAL] Who are you requesting that from?
[AGENT][NEUTRAL] We requested it from you.
[CUSTOMER][NEUTRAL] Uh, you, you, there's still missing information?
[AGENT][NEUTRAL] On that particular claim, that's what we requested, let me take a look and see if we received anything outside of that claim. Give me one moment.
[AGENT][NEUTRAL] So it looks like the recent most recent information received that was processed on [PII] looks like we still requested additional information for that data service. We still requested the itemized billing with procedure code and diagnosis code looks like what you send into us does not have that provide that information.
[CUSTOMER][POSITIVE] Alright, I figure this is a dead end, but that's all right, thank you.