AccountId: 011433970860
ContactId: e63eba4d-ea6e-4b27-a2ca-5ca9b28255a8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 178339 ms
Total Talk Time (AGENT): 27637 ms
Total Talk Time (CUSTOMER): 55760 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/12/e63eba4d-ea6e-4b27-a2ca-5ca9b28255a8_20250312T20:39_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] in customer care. How are you today?
[AGENT][POSITIVE] Oh, I'm good how are you?
[CUSTOMER][NEUTRAL] I'm good, thank you for asking um I have an insured on the line who has a question about an HI claim and I was wondering if that was something you could help me with.
[AGENT][NEUTRAL] OK, uh, let's see.
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] 02297152 for a [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] He only has one claim in there and I read the the denial and then I pulled up what he sent in and so from what I can see, it is an itemized bill with diagnosis and procedure codes so I'm just not sure to tell him exactly what he's missing here.
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] OK, I don't see a diagnosis code.
[CUSTOMER][NEUTRAL] So we just need the diagnosis code. Everything else is good, right?
[AGENT][NEUTRAL] Mhm. Yeah, looks like we have an itemized bill, but I don't see the diagnosis as to why he was uh inpatient. Uh, he would need to get something from the uh hospital with the diagnosis code on it.
[CUSTOMER][POSITIVE] OK, got you. That was the only thing missing. OK. I appreciate you looking at that with me and helping me out. I will let him know that.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] It
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thanks.
[AGENT][POSITIVE] No problem bye bye.