AccountId: 011433970860
ContactId: 0ce20e7d-2191-4ce0-9a03-57a79f5e883f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 125980 ms
Total Talk Time (AGENT): 58093 ms
Total Talk Time (CUSTOMER): 42131 ms
Interruptions: 1
Overall Sentiment: AGENT=1.4, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/14/0ce20e7d-2191-4ce0-9a03-57a79f5e883f_20250214T18:13_UTC.wav
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[AGENT][POSITIVE] Thank you for calling ATL, this is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah, I wanted to check on a claim that I had filed and find out what's the status of it.
[AGENT][NEUTRAL] Sure, I could check on a claim for you. uh, what was your name?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] OK, [PII], can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] No recollection of the last years.
[CUSTOMER][NEUTRAL] Area code [PII].
[AGENT][NEUTRAL] Alright, thank you. Do you have your policy number?
[CUSTOMER][NEUTRAL] Yes ma'am, it's uh 00727573.
[AGENT][NEUTRAL] OK thank you one moment.
[AGENT][NEUTRAL] Alright, [PII], just gonna verify some information really quick. Uh, can I get your date of birth please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and can I get your mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect. Last thing I need is the email address we've got on file for you. Looks like it is a Gmail account.
[CUSTOMER][NEUTRAL] It is, it's [PII].
[AGENT][POSITIVE] All right, thank you so much for verifying that, [PII]. Give me just a moment, let me check on this claim.
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] OK, so there are 3 items under this claim and we unfortunately doesn't look like any of that was covered under your policy, so it does state that it does not provide benefits for office visits, uh, laboratory tests are not covered, and then let's see.
[AGENT][NEUTRAL] The treatment isn't covered either under this policy.
[CUSTOMER][NEUTRAL] It doesn't cover anything?
[AGENT][NEUTRAL] Not for this claim, no, ma'am.
[CUSTOMER][POSITIVE] OK. All right, thank you.
[AGENT][NEUTRAL] Of course do you have any other questions for me?