AccountId: 011433970860
ContactId: 0735a047-21a8-4bf6-bad1-91e1410bbb2e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 143250 ms
Total Talk Time (AGENT): 63609 ms
Total Talk Time (CUSTOMER): 49853 ms
Interruptions: 1
Overall Sentiment: AGENT=1.8, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/15/0735a047-21a8-4bf6-bad1-91e1410bbb2e_20250115T20:21_UTC.wav
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[AGENT][NEUTRAL] Afternoon. Thank you for calling APL. This is [PII]. How may I help you today?
[CUSTOMER][NEUTRAL] Hi, this is [PII] from not Stanley Rosenberg's office. I'm trying to check to see if you guys processed a claim for a patient.
[AGENT][POSITIVE] OK, don't worry, I'll be glad to help you. Go and give me a good policy number.
[CUSTOMER][NEUTRAL] Yes, policy number is hold on one second, uh, where is it at for I guess 01823460ML8.
[AGENT][POSITIVE] That sounds like it, [PII]. Thank you so much for that information. Now while I'm pulling this up, go ahead and give me a good return telephone call number please, ma'am.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] All right, [PII], thank you for that information. Now your patient's name and date of birth today, please, ma'am?
[CUSTOMER][NEUTRAL] For rose Contractor [PII].
[AGENT][NEUTRAL] All right looks like Paros is the insured on this medical supplemental plan, and you did say you want to check status of a claim. Is that correct?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] Data service.
[CUSTOMER][NEUTRAL] [PII] for [PII].
[AGENT][NEUTRAL] Alrighty, give me just a moment. Let's see.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] Hm. Now we don't have that claim in, but now his medical supplemental plan did terminate here on [PII]. He's no longer covered here.
[CUSTOMER][NEUTRAL] He's no longer covered with you guys?
[AGENT][NEUTRAL] Oh
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK, and what in [PII]?
[AGENT][NEUTRAL] But we don't have your claim. Yes, ma'am. 121-2022.
[CUSTOMER][NEUTRAL] Let me see if he has another plan. Hold on one second.
[AGENT][NEGATIVE] there's nothing active here at all.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, um, alright, let me find out what other plan because he says he had this plan, so let me just double check hold on.
[AGENT][POSITIVE] Yes, ma'am. Is that all I can help you with today, [PII]?
[CUSTOMER][POSITIVE] No, that's it thank you.
[AGENT][POSITIVE] Alrighty [PII], thanks for calling APR and you have a great rest of your day.
[CUSTOMER][NEUTRAL] You too bye bye.