AccountId: 011433970860
ContactId: 3a46345e-5423-4159-a1ff-d48de45597fe
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 203320 ms
Total Talk Time (AGENT): 49461 ms
Total Talk Time (CUSTOMER): 56517 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/2025/04/08/3a46345e-5423-4159-a1ff-d48de45597fe_20250408T12:03_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][POSITIVE] Hi, uh, this is [PII]. Good morning. How are you doing today?
[AGENT][POSITIVE] I'm good. How are you?
[CUSTOMER][POSITIVE] I'm good, thank you for asking. Uh, actually I'm here for a general claim status.
[AGENT][NEUTRAL] OK, what's your name?
[CUSTOMER][NEUTRAL] Uh, it's [PII]
[AGENT][NEUTRAL] And do you pronounce it [PII] or [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. And what's the policy number?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] The policy number will be 1477558.
[AGENT][POSITIVE] And a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yep, uh, it's [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And what is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] And the patient name is [PII] and her date of birth is [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] And you said that you're checking a claim status if I can get the date of service and the total charge?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yep, uh, the digital service is [PII], and the charge amount is $30.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I do not show this particular claim on file. I show this policy is no longer active. It was effective [PII], uh, policy terms [PII].
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Can, can you repeat the dates?
[AGENT][NEUTRAL] effective [PII] turned [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So actually this policy is not active right? and uh uh.
[CUSTOMER][NEUTRAL] There's no claim on uh no policy, uh, it's no claim on file, right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK, uh, can I have a caller reference number on this?
[AGENT][NEUTRAL] My name in today's date, [PII]
[AGENT][NEUTRAL] And first initial last name is [PII]. Anything else I can assist with today, [PII]?
[CUSTOMER][POSITIVE] [PII], thank you, thank you for the information and have a good day.
[AGENT][POSITIVE] Alrighty you're welcome thanks for calling APL have a good day as well.
[CUSTOMER][NEUTRAL] Bye.