AccountId: 011433970860
ContactId: 4233af57-2591-4700-94f2-56e5ca050610
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 96839 ms
Total Talk Time (AGENT): 38938 ms
Total Talk Time (CUSTOMER): 32342 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=2.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/02/4233af57-2591-4700-94f2-56e5ca050610_20250502T16:33_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I'm checking status on a claim.
[AGENT][NEUTRAL] Yeah, I can check on the claim for you. Uh, what was your name please?
[CUSTOMER][NEUTRAL] My name's [PII].
[AGENT][NEUTRAL] OK, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Thank you. And then do you have that policy number?
[CUSTOMER][NEUTRAL] Yes, let me give it to you. It is 01611538 ML 8.
[AGENT][NEUTRAL] OK, and what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] [PII]. Date of birth [PII].
[AGENT][NEUTRAL] OK, thank you so much for verifying that and what was the date of service for this claim?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK and then do you have that bill amount?
[CUSTOMER][NEUTRAL] 300
[AGENT][NEUTRAL] 300 even? OK, thank you one moment.
[AGENT][NEUTRAL] OK, so we did receive this claim, [PII]. We were unable to pay a benefit as office visits are not covered under this policy.
[CUSTOMER][POSITIVE] OK, perfect. OK, that's all I needed to know thank you.
[AGENT][POSITIVE] Alright, yeah thanks for giving us a call. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][POSITIVE] Thanks bye.
[AGENT][POSITIVE] Thanks. Bye-bye.