AccountId: 011433970860
ContactId: 5e6edba0-ad4c-4097-90c9-c561a26b688a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 396160 ms
Total Talk Time (AGENT): 83926 ms
Total Talk Time (CUSTOMER): 69654 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/09/5e6edba0-ad4c-4097-90c9-c561a26b688a_20250409T17:31_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Excuse me.
[CUSTOMER][NEUTRAL] Hello [PII], my name is [PII]. I'm calling for a claim.
[AGENT][NEUTRAL] OK, Ms [PII], I can help you with the claim. May I please get your call back number and the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] Yes, my direct line is [PII]. That is secure, no extension.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I'm calling from Brigham and Women's Hospital.
[AGENT][NEUTRAL] OK. And what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] [PII] [PII] policy number 02594370.
[AGENT][NEUTRAL] OK, let me look up that policy real quick.
[AGENT][NEUTRAL] And then what is the data service and the charge amount?
[CUSTOMER][NEUTRAL] It is [PII] $5,678 even.
[AGENT][NEUTRAL] OK, and can you give me that data service one more time please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you so much.
[AGENT][NEUTRAL] OK, I'm gonna put you on a brief hold while I look up this claim and I will be right back.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're very welcome.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] 58
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you so much, [PII], for holding for me. I have the claim for you.
[CUSTOMER][POSITIVE] OK, awesome, thank you.
[CUSTOMER][NEUTRAL] Hello, [PII].
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello, are you there?
[AGENT][NEUTRAL] Ms. [PII], are you there?
[CUSTOMER][NEUTRAL] Yeah, can you hear me?
[AGENT][POSITIVE] Yes I can hear you now. I have the claim ready for you.
[AGENT][NEUTRAL] The claim number.
[CUSTOMER][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] The claim number is 3582941.
[AGENT][NEUTRAL] And the claim was denied because this is a dental policy and no medical benefits are available on this policy.
[CUSTOMER][NEGATIVE] No medical benefits on policy.
[CUSTOMER][NEUTRAL] OK, that is simple.
[CUSTOMER][NEUTRAL] Can I have a car reference number?
[AGENT][NEUTRAL] Can you hear me?
[CUSTOMER][NEUTRAL] Yeah, can you hear me?
[AGENT][NEUTRAL] Yes, I can hear you.
[CUSTOMER][NEUTRAL] Can I have a call reference number, please?
[AGENT][NEUTRAL] Yes, ma'am, you can use my name.
[CUSTOMER][NEUTRAL] I'm sorry, [PII], I lost you.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello, [PII].
[AGENT][NEUTRAL] Hello, I'm here. Uh, the call reference number is my name, [PII], and today's date.
[CUSTOMER][POSITIVE] Awesome, thank you, [PII].
[AGENT][POSITIVE] You're very welcome, Ms. [PII]. I hope you have a wonderful day. Is that all I can help you with today?
[CUSTOMER][POSITIVE] Yes, that was everything. Thank you so much.
[AGENT][POSITIVE] You're welcome. You have a blessed day and thanks for calling APL.
[CUSTOMER][POSITIVE] You too. Thank you. Bye bye.
[AGENT][NEUTRAL] Bye bye.