AccountId: 011433970860
ContactId: 18f33ba1-f1dc-4b12-81f1-02b94d773148
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 165380 ms
Total Talk Time (AGENT): 70919 ms
Total Talk Time (CUSTOMER): 52160 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/16/18f33ba1-f1dc-4b12-81f1-02b94d773148_20250616T20:01_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling ATL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] from provider office, and I would like to take the games so here.
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] This is [PII] from provider office.
[AGENT][NEUTRAL] Yes, I got that part. And the reason for the call?
[CUSTOMER][NEUTRAL] I would like to check the claim status.
[AGENT][POSITIVE] OK, well, I'll be more than happy to help you with the claim status, [PII]. And may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] It's [PII]. It's a direct line. There is no extension.
[AGENT][POSITIVE] Thank you and the member's policy number when you're ready.
[CUSTOMER][NEUTRAL] Yeah, 02341411.
[AGENT][NEUTRAL] Thank you. And how many claims do you have in total today?
[CUSTOMER][NEUTRAL] Just on claim, that's it.
[AGENT][NEUTRAL] All right. And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Yeah, first name will be [PII]. Last name will be [PII], and the date of birth would be [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. And may I have the date of service and the total bill for the claim?
[CUSTOMER][NEUTRAL] The data so it will be [PII] and the total bill of $735 even.
[AGENT][NEUTRAL] I'm sorry, can you repeat that slowly, please?
[CUSTOMER][NEUTRAL] Yeah, [PII] and the total charge amount $735 even.
[AGENT][POSITIVE] Thank you. Hold on one moment.
[AGENT][NEUTRAL] And that was [PII] for $755.
[CUSTOMER][NEUTRAL] Yes, 735.
[AGENT][NEUTRAL] OK, the reason I'm asking is because there's no claims on file for the date of [PII].
[AGENT][NEUTRAL] Um, this policy actually
[CUSTOMER][NEUTRAL] And whether he's active for the data service.
[AGENT][NEUTRAL] This policy was not active on the data service. It was effective from [PII], and that's the only policy they had with APL.
[CUSTOMER][NEUTRAL] OK, and could you bring me the call reference for this one?
[AGENT][NEUTRAL] Sure, so there's no call reference number, but you can use my name and today's date, and again, that's [PII] First initial to my last name is [PII], and today's date.
[CUSTOMER][POSITIVE] OK, thank you, thank you and thank you for asking me. Have a great day. Bye bye.
[AGENT][POSITIVE] You're welcome. Was there anything else I could assist you with today?
[CUSTOMER][POSITIVE] No, that's it. Thank you, thank you for asking.
[AGENT][POSITIVE] You're welcome thanks for calling APL bye bye.