AccountId: 011433970860
ContactId: 22ae1879-c275-4b25-ba19-99ea7d79a77d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 157199 ms
Total Talk Time (AGENT): 48402 ms
Total Talk Time (CUSTOMER): 67696 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/06/22ae1879-c275-4b25-ba19-99ea7d79a77d_20250506T15:10_UTC.wav
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[AGENT][NEUTRAL] you.
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] Hello, thanks for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yeah, could you please spell your name?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mm thank you, [PII]. My name is [PII] and I am calling on behalf of our office and looking for a claim status.
[AGENT][NEUTRAL] What was your name? Could you spell your name for me?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] Your name is [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And what is your call back number and the policy number of the member that you're calling to check the status of the claim for?
[CUSTOMER][NEUTRAL] Your callback number is [PII]. And the policy is 01981869 M as in Mary, L as in Lima, number 8.
[AGENT][NEUTRAL] Thank you, [PII], what is that member's name and date of birth?
[CUSTOMER][NEUTRAL] Uh, member's name is [PII].
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][NEUTRAL] And you're calling to check the status of a claim for what date of service for may I help you?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] And the date of service is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] There is no claim on file for [PII]. The policy terminated [PII].
[CUSTOMER][NEUTRAL] January
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] There's no claim on file.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] You mean no claim on file?
[AGENT][NEUTRAL] Yes, that is correct. The policy terminated [PII].
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Policy terminated [PII]. That is correct?
[AGENT][POSITIVE] Yes, that is correct, [PII].
[CUSTOMER][NEUTRAL] Terminated then we first one to do. OK. May I know the reference number?
[AGENT][NEUTRAL] We don't provide those. You can use my name and today's date as a reference.
[CUSTOMER][POSITIVE] Oh S H Y L S [PII] OK, thank you, [PII]. Have a nice day. Bye-bye.
[AGENT][POSITIVE] Thanks for calling APL and you have a great day. Good bye.
[CUSTOMER][POSITIVE] Nothing else. Thank you so much again. Bye-bye.
[CUSTOMER][NEUTRAL] Yeah, you