AccountId: 011433970860
ContactId: f01e988c-bbee-4b95-887f-c4b80c1602ba
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 186490 ms
Total Talk Time (AGENT): 58891 ms
Total Talk Time (CUSTOMER): 46097 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/07/f01e988c-bbee-4b95-887f-c4b80c1602ba_20250207T22:01_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thanks for calling APO. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII]. How are you?
[AGENT][POSITIVE] I'm doing good [PII] how are you?
[CUSTOMER][NEUTRAL] [PII] is answering the phones. I don't believe it.
[AGENT][NEUTRAL] Yeah, only because I was getting ready to get out of here and didn't log out in time.
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] You're doing more important things, right? So this is a quick one, the policy number is 152.
[AGENT][NEUTRAL] I am.
[CUSTOMER][NEUTRAL] 876 1.
[AGENT][NEUTRAL] OK, 15287.
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And she's calling about claim number 3559448.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And that remark code.
[AGENT][NEUTRAL] DM 25, let me pull the claim up one second.
[CUSTOMER][NEUTRAL] Is that, is that the
[AGENT][NEUTRAL] That's just saying that we receive miscellaneous correspondence, but let me see what she's sending to us one second.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEGATIVE] Come on, they, I know it's time for it to go, but I'm not going in.
[AGENT][NEUTRAL] So you've been doing OK?
[CUSTOMER][NEUTRAL] I have been.
[AGENT][POSITIVE] Good.
[CUSTOMER][NEUTRAL] And yourself?
[AGENT][POSITIVE] Can't complain.
[CUSTOMER][NEUTRAL] Mhm. Yeah, yeah.
[AGENT][NEUTRAL] Medical notes without the claim. Let's see what she got.
[AGENT][NEUTRAL] Oh wow, so she requested, we requested the diagnosis code and she sent in the medical records.
[CUSTOMER][NEUTRAL] And the code is on there I believe or within.
[AGENT][NEUTRAL] I'm sure.
[CUSTOMER][NEUTRAL] Yeah, I saw 2 codes in there, 2 diagnosis codes.
[AGENT][NEUTRAL] And I think the person who did this is gone.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Do I need to.
[AGENT][NEUTRAL] We got the diagnosis code. I've seen them. Tell her that we will give her claim reprocessed and I'll send it back to the uh examiner for her to reprocess the claim.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, alright, thank you.
[AGENT][POSITIVE] All right, no problem.
[CUSTOMER][POSITIVE] Uh bye bye. Have a good weekend.
[AGENT][POSITIVE] You too. Thank you, [PII]. Bye bye.
[CUSTOMER][NEUTRAL] Uh bye-bye.