AccountId: 011433970860
ContactId: 48055a85-25b4-46ee-8daa-9cd3aaa18836
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 138649 ms
Total Talk Time (AGENT): 64817 ms
Total Talk Time (CUSTOMER): 65211 ms
Interruptions: 2
Overall Sentiment: AGENT=0.4, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/22/48055a85-25b4-46ee-8daa-9cd3aaa18836_20250522T18:29_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Um, hi, [PII]. My name is [PII], and I'm calling from the doctor's office, checking for client status. Can you please help me on that?
[AGENT][NEUTRAL] Yes, I can check on a claim for you. Uh, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Um, sure. It will be [PII] direct line.
[AGENT][NEUTRAL] OK, thank you. And then do you have that policy number?
[CUSTOMER][NEUTRAL] Oh yeah, it will be 1448532. M as in Mary, L as in Lima, number 5.
[AGENT][NEUTRAL] OK and then uh what was the name and date of birth for the member, please?
[CUSTOMER][NEUTRAL] For [PII], and date of birth of [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that. uh, what was the date of service for this claim?
[CUSTOMER][NEUTRAL] Thank you. This is for [PII].
[CUSTOMER][NEUTRAL] And uh.
[AGENT][NEUTRAL] OK, you said [PII]?
[CUSTOMER][NEUTRAL] Yeah, this year, that's correct for January 27 years.
[AGENT][NEUTRAL] OK, and uh build out please.
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] For $347 even.
[AGENT][NEUTRAL] OK, so I will tell you, [PII], that this policy did terminate [PII], and I did check they did not have any active policies during this state of service. Do you still want me to check to see if this claim has been received?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Per
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Yeah, can you just check with that?
[AGENT][NEUTRAL] Sure, give me just a moment.
[CUSTOMER][POSITIVE] Uh huh thank you.
[CUSTOMER][NEUTRAL] What
[AGENT][NEUTRAL] OK, so we have not received this claim.
[CUSTOMER][POSITIVE] Thank you so much, sir. May I know the policy effective date?
[AGENT][NEUTRAL] Yes, effective date was [PII], and again that termination date was [PII].
[CUSTOMER][POSITIVE] [PII]. Thank you so much, [PII]. Thank you for the information. And do you have any callence number?
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Would be my first name, last initial and today's date. Uh, so my name is spelled [PII] Was there anything else I could help you with [PII]?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Thank you very
[CUSTOMER][POSITIVE] No, thanks for asking. Thank you, bye-bye, take care.
[AGENT][POSITIVE] Of course thanks for an APL you too bye bye.