AccountId: 011433970860
ContactId: 5f3c2461-1a3c-4a12-9192-70b01ae6253f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 168960 ms
Total Talk Time (AGENT): 55322 ms
Total Talk Time (CUSTOMER): 94028 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/13/5f3c2461-1a3c-4a12-9192-70b01ae6253f_20250513T19:42_UTC.wav
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[AGENT][POSITIVE] Afternoon, thank you for calling A. May I help you?
[CUSTOMER][NEUTRAL] Uh, yes, I was calling to see if I had filed accident claims on um certain service states.
[AGENT][NEUTRAL] OK, and your name is?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] best
[AGENT][NEUTRAL] OK, and Ms. [PII], what is the policy number, please?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] 1536509
[AGENT][NEUTRAL] OK, thank you. One moment.
[CUSTOMER][POSITIVE] I agree it's really to make up.
[AGENT][NEUTRAL] OK. And verify the patient's name, date of birth. Oh, I'm sorry. Sorry, verify your date of birth, mailing address, please. I'm sorry.
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] My name is [PII]. Date of birth [PII]. Address is [PII].
[AGENT][NEUTRAL] Thank you. And Ms. [PII], do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] For.
[CUSTOMER][NEUTRAL] Uh yes, [PII].
[AGENT][NEUTRAL] OK, and you say you're calling to verify if you received the claim for a particular data service, correct?
[CUSTOMER][NEUTRAL] the
[CUSTOMER][NEUTRAL] Um, well, I was going back and filing claims, but I didn't know if I've already filed these, so I was just wanting to check a few dates for my son, Chase.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] OK, and what was the, what are the dates of service and amount of the charge or the dates of service, I should say.
[CUSTOMER][NEUTRAL] 2.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] The date of service is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] sure
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Introducing the wrinkles through the capsules that those areas that tensibly show the signs of aging low.
[AGENT][NEUTRAL] Uh, no, ma'am. I don't show we received any claims for that date.
[CUSTOMER][NEUTRAL] OK, and then I have uh two more dates to check on uh [PII].
[AGENT][NEUTRAL] And this is also for Chase as well?
[CUSTOMER][NEUTRAL] Yeah, fine sir.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Look at all these devices.
[AGENT][NEUTRAL] OK. Uh, no, ma'am, we have not received that claim.
[CUSTOMER][NEUTRAL] OK, and then [PII].
[AGENT][NEUTRAL] Uh, no, ma'am, we have not received that claim.
[CUSTOMER][POSITIVE] Thank.
[CUSTOMER][POSITIVE] OK, I appreciate it.
[AGENT][POSITIVE] Uh, yes, ma'am. Thank you for calling APL, Ms. [PII]. Have a great rest of your day.
[CUSTOMER][POSITIVE] Thank you. You too, bye.
[AGENT][NEUTRAL] Mm bye.