AccountId: 011433970860
ContactId: 5ce2eb6e-9f13-45a9-95d8-49b80de89ee8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 265160 ms
Total Talk Time (AGENT): 58077 ms
Total Talk Time (CUSTOMER): 90660 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/13/5ce2eb6e-9f13-45a9-95d8-49b80de89ee8_20250313T13:34_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] I'm calling to check the status of a claim.
[AGENT][NEUTRAL] OK, may I ask who's calling?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And do you have a phone number I can get in case we get disconnected I can call you back?
[CUSTOMER][NEUTRAL] Yes ma'am, [PII].
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] Um, let's see, 007 04354.
[AGENT][NEUTRAL] Thank you, [PII]. Hold on one moment, please.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] And what's that patient's name?
[CUSTOMER][NEUTRAL] Uh [PII].
[AGENT][NEUTRAL] And her date of birth?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] Thank you, [PII], and you were needing claim status?
[CUSTOMER][NEUTRAL] Yes ma'am, um, data service 11-25-2024.
[AGENT][NEUTRAL] OK, I'll look that up for you. Hold on one moment.
[AGENT][NEUTRAL] That was paid on [PII].
[CUSTOMER][NEUTRAL] OK, and can you tell me the amount?
[AGENT][NEUTRAL] Yes, ma'am, just a moment.
[AGENT][NEUTRAL] $179.
[CUSTOMER][NEUTRAL] OK, and um it was, it was issued and mailed on on on [PII]?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, do you wanna reissue if it was mailed on [PII]?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] It says that the um like they they actually delivered it. I mean mailed it, sent it out on [PII].
[AGENT][POSITIVE] It, it is still outstanding.
[CUSTOMER][NEUTRAL] Yes ma'am, we haven't gotten it yet we're just trying to decide whether we wanna reissue or not.
[AGENT][NEGATIVE] We can void it and reissue it.
[CUSTOMER][NEUTRAL] OK, alright, I think we'll wait just a little bit longer just to see because our mail is a little wonky out here, um, OK, can I check a different date of service um and this is for a dependent.
[AGENT][NEUTRAL] On the same policy?
[CUSTOMER][NEUTRAL] Yes ma'am mhm.
[AGENT][NEUTRAL] That
[AGENT][NEUTRAL] And he's the dependent?
[CUSTOMER][NEUTRAL] Uh, [PII]'s Mayors.
[AGENT][NEUTRAL] And the date of birth?
[CUSTOMER][NEUTRAL] Date of birth
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] And the data service.
[CUSTOMER][NEUTRAL] Uh [PII].
[AGENT][NEUTRAL] That one was male [PII] [PII].
[CUSTOMER][NEUTRAL] OK perfect and can you tell me the amount?
[AGENT][NEUTRAL] Uh-huh. Hold on one moment.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] $123.
[CUSTOMER][NEUTRAL] How are you
[CUSTOMER][POSITIVE] Perfect. Alrighty, alright, we will keep an eye out for these and um call back in a few weeks if we have not received them. Can I get a reference number please?
[AGENT][NEUTRAL] We do not have reference numbers you can use my name in today's date.
[CUSTOMER][NEUTRAL] OK alright what um what is your name?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] Alright, OK, thank you.
[AGENT][NEUTRAL] Thank you, [PII], for calling APL.