AccountId: 011433970860
ContactId: 606e08d8-4ded-4f52-8ec4-5a0607309d6f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 112910 ms
Total Talk Time (AGENT): 27585 ms
Total Talk Time (CUSTOMER): 72662 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/17/606e08d8-4ded-4f52-8ec4-5a0607309d6f_20250617T15:00_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good morning, [PII]. My name is [PII]. I'm an agent and I'm following up regarding a claim that we had submitted online, uh, for a dependent, and we are missing the diagnosis and procedure codes so I had to resubmit it and then just recently I guess with the new change of the uh what is it your portal I'm not able to see the claim anymore so I was just calling to see if it was processed or not.
[AGENT][NEUTRAL] OK. Do you have the member ID or the policy?
[CUSTOMER][NEUTRAL] Yeah, the policy ID yeah, the policy ID number is showing as 1957221.
[CUSTOMER][NEUTRAL] The primary insured, her first name is [PII]. Last name is [PII], and this is for her son [PII].
[CUSTOMER][NEUTRAL] And his date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you [PII] and do you have a good callback number in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Yeah, absolutely, area code [PII].
[AGENT][NEUTRAL] And then lastly, can you verify your email address?
[CUSTOMER][NEUTRAL] Sure, it's [PII].
[AGENT][NEUTRAL] Yeah
[AGENT][POSITIVE] OK, thank you so much.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] And the data service was showing 319 of 2025 for an office visit.
[AGENT][NEUTRAL] Uh, yes, looks like we processed that on.
[CUSTOMER][POSITIVE] Awesome.
[AGENT][NEUTRAL] It sent a check on [PII] for $25.
[CUSTOMER][POSITIVE] Beautiful thank you so much I greatly appreciate that.
[AGENT][NEUTRAL] OK. Anything else I can help with today?
[CUSTOMER][POSITIVE] No, that should be it. Thank you so much.
[AGENT][POSITIVE] OK, thanks for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.