AccountId: 011433970860
ContactId: 50211b81-6d5e-4611-a9c4-46fb1e5b3ad6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 168089 ms
Total Talk Time (AGENT): 42069 ms
Total Talk Time (CUSTOMER): 46302 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/06/50211b81-6d5e-4611-a9c4-46fb1e5b3ad6_20250506T13:52_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I'm calling to check the status of a claim.
[AGENT][NEUTRAL] OK, I can help you with claim status. Could I get your name and a good callback number?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, thank you, May. Can you have the policy number of the patient?
[CUSTOMER][NEUTRAL] Yes, it is uh.
[CUSTOMER][NEUTRAL] 1372436 M as in Mary, L Larry 8.
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] Uh, [PII] [PII].
[AGENT][NEUTRAL] And what was that date of service?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, it looks like this policy termed 8-1-2023. Let me see if there's a, was a another policy.
[AGENT][NEUTRAL] OK, yeah, it looks like there was another updated policy. Let me pull that up.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And what was that data service again?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, it looks like I don't have that, uh, claim on file. 315-24.
[CUSTOMER][NEUTRAL] OK. Would the policy number be different since the, since there was a new one?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yeah, it's um
[CUSTOMER][NEUTRAL] OK, what is the ID?
[AGENT][NEUTRAL] 23696.
[CUSTOMER][NEUTRAL] Wait, wait, wait, hold on, because you kind of broke up in the beginning. What it can you start over please?
[AGENT][NEUTRAL] It's 236.
[AGENT][NEUTRAL] 96
[CUSTOMER][NEUTRAL] 236.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] 90.
[CUSTOMER][POSITIVE] 90 OK alright thank you.
[AGENT][POSITIVE] Thanks for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You too. Bye bye.