AccountId: 011433970860
ContactId: 5d1cf488-b042-405d-a3f4-365d1663f428
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 114699 ms
Total Talk Time (AGENT): 37746 ms
Total Talk Time (CUSTOMER): 29181 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/24/5d1cf488-b042-405d-a3f4-365d1663f428_20250624T18:08_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm just calling on claim status for one of our patients.
[AGENT][NEUTRAL] OK, [PII], I can help you with claim status. Do you have a good callback number?
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[AGENT][NEUTRAL] OK, thank you. And you have the policy number for that patient?
[CUSTOMER][NEUTRAL] Yes, it is 02479061.
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] Uh, [PII] [PII].
[AGENT][NEUTRAL] And what was the date of service and bill charges?
[CUSTOMER][NEUTRAL] [PII] for 698.
[AGENT][NEUTRAL] OK, it looks like we received the claim on
[AGENT][NEUTRAL] [PII], process [PII].
[AGENT][NEUTRAL] Uh, the policy has a waiting period of 12 months for major services, um, which was not met at that point.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, can I get that you'll be faxed to me?
[AGENT][NEUTRAL] What's your fax number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, that's [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, I'll get that faxed over. It just takes a few minutes. And is there anything else I can help with today?
[CUSTOMER][POSITIVE] Uh, no, that's it. Thank you.
[AGENT][POSITIVE] OK, thanks for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.