AccountId: 011433970860
ContactId: 27058ba3-8407-42f1-98c3-5f030cabc4ac
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 166960 ms
Total Talk Time (AGENT): 81502 ms
Total Talk Time (CUSTOMER): 60952 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/25/27058ba3-8407-42f1-98c3-5f030cabc4ac_20250225T19:47_UTC.wav
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[AGENT][NEUTRAL] Afternoon. Thank you for calling APL. This is [PII]. How may I help you today?
[CUSTOMER][NEUTRAL] Hi, how are you? I'm calling regarding a claim. What is your name?
[AGENT][NEUTRAL] My name is [PII]. That's [PII]
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And my name is [PII]. I'm calling from Boca Raton Regional Hospital.
[AGENT][POSITIVE] Alright, [PII], I'll be glad to help you with your claim. Go ahead and give me a good policy number, please.
[CUSTOMER][NEUTRAL] 02170720 M like in Mary, L like in Larry 7.
[AGENT][POSITIVE] Alrighty, thank you so much for all that, [PII]. Now, while I'm pulling this up, go ahead and give me a good return telephone call number.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Alrighty, [PII], thank you for all that information. Now, what is your patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], date of birth [PII].
[AGENT][NEUTRAL] Well, that's like [PII] is the insured on this medical supplemental plan, and you did say you want to check status of a claim. Is that correct, [PII]?
[CUSTOMER][POSITIVE] Correct, yes.
[AGENT][NEUTRAL] Data service.
[CUSTOMER][NEUTRAL] Data services was [PII] and the bill amount is 25,391.96.
[AGENT][NEUTRAL] Alright, [PII], thank you for that. Let me do some checking. Let's see, that was [PII].
[AGENT][NEUTRAL] I don't see anything paid for [PII], so let me go and see if we have anything here in line.
[AGENT][NEUTRAL] All right, we do not have your claim here at all. So first off, let's check where you're mailing your claim to.
[CUSTOMER][NEUTRAL] Oh my God.
[CUSTOMER][NEUTRAL] Hm, it is going to [PII].
[AGENT][NEUTRAL] Yeah, that's the correct address, but I'll tell you what, you want, can you fax it over?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] Yes, go ahead and fax that over and put attention claims department.
[CUSTOMER][NEUTRAL] And what is the reference number for this call?
[AGENT][NEUTRAL] We do not give reference numbers, [PII], but you can use my name in today's date.
[CUSTOMER][NEUTRAL] What is the initial of your last name?
[AGENT][NEUTRAL] And is that
[AGENT][NEUTRAL] It is oh, is that all I can help you with today, [PII]?
[CUSTOMER][POSITIVE] Yes, thank you so much have a wonderful day.
[AGENT][POSITIVE] Yes, ma'am. You as well, [PII]. Thanks for calling APL. Bye-bye.
[CUSTOMER][NEUTRAL] Bye-bye.
[CUSTOMER][NEUTRAL] Bye.