AccountId: 011433970860
ContactId: 0d26e923-23f6-4d32-b32c-8756d37a6475
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 224240 ms
Total Talk Time (AGENT): 82995 ms
Total Talk Time (CUSTOMER): 48400 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/20/0d26e923-23f6-4d32-b32c-8756d37a6475_20250520T17:14_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] calling from [PII] Ford, and I was looking for claim status.
[AGENT][NEUTRAL] OK, I can help you with claim status, Ms. [PII].
[AGENT][NEUTRAL] May I please get your callback number, ma'am, just in case the call is disconnected.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Um, it's [PII], the policy number is 02448549.
[CUSTOMER][NEUTRAL] And her date of birth is [PII].
[AGENT][NEUTRAL] Thank you and then um let me pull this policy up real quick.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, and then what is the data service for Ms. [PII]?
[CUSTOMER][NEUTRAL] Uh [PII].
[AGENT][NEUTRAL] And the charge amount please?
[CUSTOMER][NEUTRAL] It's $3,698.94.
[AGENT][NEUTRAL] Thank you ma'am and then you said you were calling from [PII], is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, alright, Miss [PII], I'm gonna put you on a brief hold while I look up this claim for us and I'll be right back, ma'am.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Thank you, ma'am.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hi, Ms. [PII], this is [PII] back with you again.
[CUSTOMER][NEUTRAL] Hi.
[AGENT][NEUTRAL] So looking on that data service of [PII], I did not find a claim for the amount that you gave me, but I found another claim on that same data service that was paid, um.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEGATIVE] It just had a different amount than what you've given me.
[CUSTOMER][NEUTRAL] OK. What
[CUSTOMER][NEUTRAL] What's your um mailing address for the claims?
[AGENT][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] And that's in [PII].
[AGENT][NEUTRAL] And the zip code is [PII].
[CUSTOMER][NEUTRAL] OK, it looks like we mailed it to a different address, so I'll just resubmit it then.
[AGENT][NEUTRAL] OK. Yes, ma'am.
[CUSTOMER][POSITIVE] Perfect. Thank you. That's all I had.
[AGENT][POSITIVE] You're very welcome, Ms. [PII]. I hope you have a wonderful day and thank you for calling APL.
[CUSTOMER][POSITIVE] Thank you. Have a good day too. Mm bye.
[AGENT][NEUTRAL] You too. Bye bye.
[CUSTOMER][NEUTRAL] Bye.