AccountId: 011433970860
ContactId: e345bb7f-db18-467d-8e2d-3b3ed876fde6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 327019 ms
Total Talk Time (AGENT): 104429 ms
Total Talk Time (CUSTOMER): 122392 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/09/e345bb7f-db18-467d-8e2d-3b3ed876fde6_20250409T19:07_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, [PII], hi, um, I wanted to check on I uploaded some documents last week and I see they've been.
[CUSTOMER][NEUTRAL] I'm not sure if the word is processed or what the word is, but I see they've been looked at at least I just wanted to make sure that I sent the right stuff and if there's anything else that I need to do, is it possible for you to check on that?
[AGENT][NEUTRAL] Uh, sure. Could I get your policy number, please?
[CUSTOMER][NEUTRAL] Yeah, sure, 225-3356.
[AGENT][NEUTRAL] And can I get your name and your date of birth?
[CUSTOMER][NEUTRAL] Sure, [PII] and it's [PII].
[AGENT][NEUTRAL] And do you have a good callback number, [PII], just in case the call drops?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Uh, I just need to verify a few pieces of information. What is your address?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] And your email address.
[CUSTOMER][NEUTRAL] Um, you probably have [PII].
[AGENT][NEUTRAL] Uh, looks like it might be a work.
[CUSTOMER][NEUTRAL] That or you might have not work oh [PII].
[AGENT][POSITIVE] OK, perfect. Thank you.
[AGENT][NEUTRAL] OK, let me see what we have.
[AGENT][NEUTRAL] OK, you said you just submitted them, is that correct?
[CUSTOMER][NEUTRAL] Yeah and then I got an email that said something had happened and then I went in and looked and it's in there but.
[CUSTOMER][NEUTRAL] I think it might be considered sort of active so I'm not really I I I just wanted to make sure I didn't like screw something up and you're waiting on something for me.
[AGENT][NEUTRAL] When did you do that? Was that today or yesterday, or?
[CUSTOMER][NEUTRAL] Oh no, I sent it in last week, um.
[CUSTOMER][NEUTRAL] Let me see, it looks like 44 maybe.
[AGENT][NEUTRAL] Is it for yourself?
[CUSTOMER][NEUTRAL] They received 44.
[CUSTOMER][NEUTRAL] Uh, my wife [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I have a confirmation number. Does that help you at all?
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Uh, it looks like we've actually, OK, it looks like it's been processed, it just got processed. Let's see what's going on.
[AGENT][NEUTRAL] OK, it looks like, OK, we did receive the claim, it's been processed and looks like we do need more information. Um, we need supporting documentation, uh, that includes, basically, we're looking for a diagnosis, we need diagnosis code.
[AGENT][NEUTRAL] And then um let me look and see what we received that'll help me better explain it to you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so,
[AGENT][NEUTRAL] OK, give me just a moment pulling up the submission.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK, I see that the bill was submitted.
[AGENT][NEUTRAL] Um, but it looks like, let's see.
[AGENT][NEUTRAL] OK, it did, it did include the procedure codes, which tells us what happened, but there's no diagnosis listed on the claim.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] Uh, or what was submitted. So that's, that's what we would need in order to continue processing the claim.
[AGENT][NEUTRAL] So,
[CUSTOMER][NEUTRAL] OK, and it's like a, you mean, is there like a separate code for every she's had this kidney thing for a while now, but is there like a separate code for every sort of thing they do is that how that works? Or if I just, I guess if she can just call her provider ask for diagnosis code, is that what she should do?
[AGENT][NEUTRAL] Yeah, so typically.
[AGENT][NEUTRAL] Yeah, it's called an ICD 10, and that's the diagnosis code and that's what, that's, that's what we need, so.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] I can uh I can have her do that that's no problem. Is there anything else you need?
[AGENT][NEUTRAL] Uh, looks like that's all we need, so.
[CUSTOMER][NEUTRAL] OK, OK, and I can just get that and then upload it, put it into a document and upload it in the same portal is that what I should do?
[AGENT][POSITIVE] That is correct.
[AGENT][POSITIVE] Yes, that will work.
[CUSTOMER][POSITIVE] OK, OK, great. I, I will do that. I will do that.
[AGENT][NEUTRAL] OK. Anything else I can help with today, sir?
[CUSTOMER][POSITIVE] All right, no, I think that's it. Thanks for your help, [PII]. I appreciate it.
[AGENT][POSITIVE] OK, thank you for calling APL. I hope you have a good day.
[CUSTOMER][POSITIVE] All right, yep, you too, bye.
[AGENT][NEUTRAL] OK.