AccountId: 011433970860
ContactId: 33e5cde8-e8ef-46cf-9cd1-eb67f71dbbab
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 127650 ms
Total Talk Time (AGENT): 59932 ms
Total Talk Time (CUSTOMER): 45810 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/27/33e5cde8-e8ef-46cf-9cd1-eb67f71dbbab_20250127T17:16_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. This is [PII] calling from products office checking on a claim status.
[AGENT][POSITIVE] It would be my pleasure to assist you with that claim status [PII]. What is a good call back number in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]. It's a direct line.
[AGENT][NEUTRAL] Thank you, [PII]. And what is the policy number for the patient, please?
[CUSTOMER][NEUTRAL] 024345552.
[AGENT][NEUTRAL] And what is the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] Uh yes. The patient's name is [PII].
[CUSTOMER][NEUTRAL] OK. [PII].
[AGENT][NEUTRAL] Alright, thank you, and I can help you with that claim status. What is the date of service?
[CUSTOMER][NEUTRAL] Of course. [PII]. The amount is 1325, 1325 even.
[AGENT][NEUTRAL] Thank you, [PII]. Now I am checking [PII]'s policy for data service 112124. We do not have a claim on file for that data service.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. Policy, uh, effective date and termination date, please.
[AGENT][NEUTRAL] Effective date is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And no termination date on file.
[CUSTOMER][NEUTRAL] OK, perfect. [PII].
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Uh, call reference number?
[AGENT][NEUTRAL] The call reference number is my name and today's date, and I spell my name [PII]
[AGENT][NEUTRAL] First initial last name, [PII].
[CUSTOMER][POSITIVE] Thanks [PII].
[CUSTOMER][POSITIVE] Perfect, yeah. Thank you so much for all the information today and uh have a great rest of your day. Stay safe. Bye for now.
[AGENT][POSITIVE] Well it's been my pleasure to help you with that claim status, [PII]. Thank you for calling APL. I hope you have a wonderful day as well. Take care.
[CUSTOMER][NEUTRAL] You too.
[AGENT][NEUTRAL] Bye-bye.