AccountId: 011433970860
ContactId: 28a2b753-7dea-4703-9ec6-cd068e9dee16
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 151830 ms
Total Talk Time (AGENT): 69890 ms
Total Talk Time (CUSTOMER): 39710 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/17/28a2b753-7dea-4703-9ec6-cd068e9dee16_20250417T17:32_UTC.wav
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[AGENT][NEUTRAL] Calling APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, my name is [PII]. I'm calling for claim status.
[AGENT][NEUTRAL] OK, I can help you, [PII], what's the policy number?
[CUSTOMER][NEUTRAL] 02126470 M as in Mary L as in Lima 7
[AGENT][NEUTRAL] And what's a good callback number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And uh verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII] [PII] [PII].
[AGENT][NEUTRAL] All right, thank you for that information. I have the information for you showing an effective date of [PII]. Uh, this policy is no longer active as of [PII], and I don't show any other policies for this patient at this time. And did you have any other questions?
[AGENT][NEUTRAL] Oh you said claim status.
[CUSTOMER][NEUTRAL] So it's
[CUSTOMER][NEUTRAL] Well, you said it termed on [PII]?
[AGENT][NEUTRAL] Uh huh, what's the date of your claim?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Um, and what's the total bill amount?
[CUSTOMER][NEUTRAL] $19,568.13.
[AGENT][NEGATIVE] I do show that we received the claim and denied it as the, you know, policy lapsed prior to looks like this claim was processed on.
[AGENT][NEUTRAL] On [PII], would you like the claim number?
[CUSTOMER][POSITIVE] Yes please.
[AGENT][NEUTRAL] Uh, that number is 357-467-6.
[AGENT][NEUTRAL] And did you have any other questions I can help out with today, [PII]? Uh-huh.
[CUSTOMER][NEUTRAL] What they
[CUSTOMER][NEUTRAL] What day did you receive the claim?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, um, could I get a reference number for the call?
[AGENT][NEUTRAL] Mhm, you'll use my name in today's date as reference for today's call. It's [PII].
[AGENT][NEUTRAL] ONYA first initial and last name is [PII].
[CUSTOMER][POSITIVE] Alright, thank you.
[AGENT][POSITIVE] Oh, you're welcome and thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.