AccountId: 011433970860
ContactId: 28b9ebd4-8729-475f-a8d5-9bc384029c51
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 151380 ms
Total Talk Time (AGENT): 71966 ms
Total Talk Time (CUSTOMER): 45457 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/13/28b9ebd4-8729-475f-a8d5-9bc384029c51_20250513T14:37_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from provider's office to check on a claim status.
[AGENT][NEUTRAL] OK, I could check a claim for you. I'm sorry, your name was [PII].
[CUSTOMER][NEUTRAL] Yeah, right.
[AGENT][NEUTRAL] OK, uh can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Yeah it's [PII].
[AGENT][NEUTRAL] Thank you. Do you have the policy number?
[CUSTOMER][NEUTRAL] Yeah, and the policy number is 1444656 M as in Mike L as in Lima 8.
[AGENT][NEUTRAL] OK, and what was the name and date of birth for the number, please?
[CUSTOMER][NEUTRAL] My name is [PII] and the date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that. What's the date of service for this claim, [PII]?
[CUSTOMER][NEUTRAL] [PII], total bill amount is $299 even.
[AGENT][NEUTRAL] OK, that was [PII]?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, one moment please.
[AGENT][NEUTRAL] OK, so I will tell you, um, this policy did terminate [PII]. I did check to see she did not have any active policies with us during that date of service. Did you still want me to check to see if that claim has been received?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I'm not showing that we've received any claims for that date of service for this number, [PII].
[CUSTOMER][NEUTRAL] OK, and the policy was inactive, right?
[AGENT][NEUTRAL] That's correct. It terminated [PII].
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] May I know the effective date?
[AGENT][NEUTRAL] That was [PII].
[CUSTOMER][NEUTRAL] The policy was terminated on [PII], right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK. And may I know your name?
[AGENT][NEUTRAL] It's [PII]
[CUSTOMER][NEUTRAL] May I get the call reference number?
[AGENT][NEUTRAL] Reference number would just be my first name, last initial, and today's date and so my last initial is [PII] Was there anything else I could help you with, [PII]?
[CUSTOMER][POSITIVE] I think that people think about helping all nice people by bye.
[AGENT][POSITIVE] All right, thanks for calling APL. You too. Bye-bye.