AccountId: 011433970860
ContactId: f9d84fdc-8dfc-42b0-848e-3c4436a9bf3b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 78569 ms
Total Talk Time (AGENT): 14668 ms
Total Talk Time (CUSTOMER): 57528 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/25/f9d84fdc-8dfc-42b0-848e-3c4436a9bf3b_20250425T15:24_UTC.wav
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[AGENT][NEUTRAL] Calling APL, this is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] on the care team. How you doing?
[AGENT][POSITIVE] Good. How about you?
[CUSTOMER][POSITIVE] I'm doing good. Um, can, OK, so I have a general question, but I have the policy number too if you need it.
[AGENT][NEUTRAL] OK, what's the policy number?
[CUSTOMER][NEUTRAL] You want.
[CUSTOMER][NEUTRAL] So it's 254-915-4.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So it's for part 2.
[CUSTOMER][NEGATIVE] Um, we paid out on the claim, but some of the codes were denied. One of them was denied for um pre-existing and asking for the, what is it, like the list of physicians.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That they're seeing. But they're saying he doesn't, he, he didn't have a list, uh, he doesn't have a list of physicians cause he went to the emergency room and that's where they found the cancer. And then the emergency room told them that he needs to set up primary care. So do I tell her to just send what records they have, I mean, just put what doctors
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] I guess so at the ER.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] And the primary care that he set up? OK.
[AGENT][NEUTRAL] Yes. Mhm.
[CUSTOMER][NEUTRAL] OK, I just want to make sure before I said it.
[AGENT][NEUTRAL] Yeah, yeah, so we would just need that information.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, well thank you have a good day.
[AGENT][POSITIVE] You too. You're welcome.
[CUSTOMER][NEUTRAL] Alright bye bye.
[AGENT][NEUTRAL] Bye.