AccountId: 011433970860
ContactId: 25ed53ed-5e9b-4437-a761-b8dd7cee0107
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 170990 ms
Total Talk Time (AGENT): 66792 ms
Total Talk Time (CUSTOMER): 47505 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/07/25ed53ed-5e9b-4437-a761-b8dd7cee0107_20250507T15:49_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I wanted to verify the status of a claim.
[AGENT][NEUTRAL] I'm so sorry we're needing to check on a claim.
[CUSTOMER][POSITIVE] That is right, yes, mhm.
[AGENT][NEUTRAL] OK, yeah, I could check on a claim for you. What was your name please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, [PII], can I get a good call back number from you in case we're disconnected please?
[CUSTOMER][NEUTRAL] Uh yes, it's [PII].
[AGENT][NEUTRAL] Thank you, and then can I get that uh policy number, please?
[CUSTOMER][NEUTRAL] Yes, it's uh 1702708.
[AGENT][NEUTRAL] OK, one moment please.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So I think it.
[AGENT][NEUTRAL] OK, and what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] Uh, [PII], birthday [PII].
[AGENT][NEUTRAL] Perfect, thank you for verifying that. [PII]. What was the date of service for this claim?
[CUSTOMER][NEUTRAL] It was for uh.
[CUSTOMER][NEUTRAL] Uh, [PII] and the amount is $316.
[AGENT][NEUTRAL] OK, that was [PII] for $316?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK thank you one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so we did receive this claimgo we were unable to pay a benefit as office visits are not covered under this policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, is there a claim number?
[AGENT][NEUTRAL] Yes, uh, that is 350-4137.
[CUSTOMER][NEUTRAL] Alright, and the justification date?
[AGENT][NEUTRAL] Uh, the process date?
[CUSTOMER][NEUTRAL] Yes, uh huh.
[AGENT][NEUTRAL] That was uh [PII].
[CUSTOMER][NEUTRAL] Got it.
[CUSTOMER][NEUTRAL] Um, alright, and your name you said?
[AGENT][NEUTRAL] It's [PII] and was there anything else I could help you with?
[CUSTOMER][NEUTRAL] Uh, no, just a reference number.
[AGENT][NEUTRAL] Reference number would just be my first name, last initial, and today's date, uh, so my last initial is A.
[CUSTOMER][POSITIVE] Got it thank you so much.
[AGENT][POSITIVE] Of course, thanks for calling APL. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you, bye bye.