AccountId: 011433970860
ContactId: 1137a38d-77e5-4df6-9493-6dabb46c946c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 189149 ms
Total Talk Time (AGENT): 71803 ms
Total Talk Time (CUSTOMER): 107141 ms
Interruptions: 1
Overall Sentiment: AGENT=1, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2024/12/31/1137a38d-77e5-4df6-9493-6dabb46c946c_20241231T17:17_UTC.wav
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[CUSTOMER][POSITIVE] Right, I'm excited for it.
[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I don't know if I'm in the right department, but I'm calling to check on a medical claim on a patient.
[AGENT][NEUTRAL] OK, I can take a look at that. Can I have your name?
[CUSTOMER][NEUTRAL] It's [PII]. Can you spell your name for me?
[AGENT][NEUTRAL] Sure, it's [PII]
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] No problem and what's a good call back number in case we're disconnected?
[CUSTOMER][NEUTRAL] Um, it'll be [PII].
[AGENT][NEUTRAL] Thank you and what's the policy number?
[CUSTOMER][NEUTRAL] The policy number is 02 excuse me 353101.
[AGENT][NEUTRAL] All right, and verify the name and date of birth.
[CUSTOMER][NEUTRAL] Um, [PII] Date of birth is [PII].
[AGENT][NEUTRAL] Alright, thanks [PII] and you're calling for claim status?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] What's the date of service?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] OK, bear with me just one moment.
[CUSTOMER][NEUTRAL] Oh no, my friend,
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] but you may.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] I don't show a claim on file for that date of service.
[CUSTOMER][NEUTRAL] wedding the
[CUSTOMER][NEUTRAL] You don't show um what is your mailing address? Let me hold on let me tell you what, let me see how it was sent um.
[CUSTOMER][NEUTRAL] Thank you for not bringing your call.
[CUSTOMER][NEUTRAL] Actually.
[CUSTOMER][NEUTRAL] Oh was it? What is your mailing address for the claim?
[AGENT][NEUTRAL] Mailing address is [PII].
[AGENT][NEUTRAL] [PII]. And the zip code [PII] [PII].
[CUSTOMER][NEUTRAL] Make your life easier now what do you
[CUSTOMER][POSITIVE] Working with the most for me.
[CUSTOMER][NEUTRAL] PO wait, give me the [PII] again.
[AGENT][NEUTRAL] Sure, it's [PII].
[CUSTOMER][NEUTRAL] I mean waiting on that long.
[CUSTOMER][NEUTRAL] [PII]. I was trying to see what we had on file and it's not [PII].
[AGENT][NEUTRAL] No, we had our uh previous address, but that changed, I'd say about 2 years ago, uh, to the [PII].
[CUSTOMER][NEUTRAL] Hey, [PII] needs some help here.
[CUSTOMER][NEUTRAL] Alright
[CUSTOMER][NEUTRAL] with
[CUSTOMER][NEUTRAL] And what's the zip code for [PII]?
[AGENT][NEUTRAL] Zip code is [PII].
[CUSTOMER][POSITIVE] I'm sorry
[CUSTOMER][NEUTRAL] [PII] OK um can I get a reference number for this call?
[AGENT][NEUTRAL] I used my name in today's date.
[CUSTOMER][POSITIVE] OK, I'm sorry I had to repeat it. I was trying to verify what we had, what you were saying to make sure. I'm sorry I had you repeat it. Thank you so much and you have you have a happy new year.
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] Understood. No problem.
[AGENT][POSITIVE] Thanks [PII]. You as well. Thanks for calling APL. Bye bye.
[CUSTOMER][NEUTRAL] OK bye bye.