AccountId: 011433970860
ContactId: 621f23bb-e015-4993-9d78-58b5b160a6b2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 264250 ms
Total Talk Time (AGENT): 89760 ms
Total Talk Time (CUSTOMER): 68477 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/31/621f23bb-e015-4993-9d78-58b5b160a6b2_20250131T21:35_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello, my name is [PII] I'm calling in reference to a claim.
[AGENT][POSITIVE] OK, well, I'll be more than happy to assist you with the claim status and [PII], may I have a good contact number in case we're disconnected and the policy number?
[CUSTOMER][NEUTRAL] Yes, my phone number is [PII] direct line, policy number 02493350.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII], date of birth, [PII].
[AGENT][NEUTRAL] Thank you for that. And may I have the, um, data service for the claim you'd like me to check on?
[CUSTOMER][NEUTRAL] 12 4 2024.
[AGENT][NEUTRAL] And the total bills?
[CUSTOMER][NEUTRAL] $1,287.
[AGENT][NEUTRAL] Hold on one moment. And do you mind if I place you on just a brief hold while I locate the claim for you?
[CUSTOMER][NEUTRAL] Yes, that's fine.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] 355.
[AGENT][NEUTRAL] These are the only two.
[AGENT][NEUTRAL] 3, 226.
[AGENT][NEUTRAL] Wait a minute. 355, so up here.
[AGENT][NEUTRAL] There is no
[AGENT][NEUTRAL] Wait a minute, [PII], see this like, never mind.
[AGENT][NEUTRAL] 355-0226.
[AGENT][NEUTRAL] 5695.
[AGENT][NEUTRAL] Gosh.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK, hello [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Thank you so much for holding. I apologize for that wait. Um, so there's two things. So we only received 2 claims for that data service, but neither one of them have your total bill. Could it be another amount or or that's it?
[CUSTOMER][NEUTRAL] Uh, that is the amount. Uh, just to confirm, is the claims address [PII]?
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Yes, ma'am, that's correct.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Because one of them was like way over yours and then way below, but there was nothing for your total bill, but there's no timely filing, so you can resubmit it if you like.
[CUSTOMER][NEUTRAL] Yeah, that's the claim.
[CUSTOMER][NEUTRAL] OK, I'll just resubmit the claim and let me just bring that up. So [PII].
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And can I have a reference number?
[AGENT][NEUTRAL] Sure, so there's no call reference number, but you can use my name in today's date. So the first initial to um my last name is [PII], and again my name is [PII]
[CUSTOMER][POSITIVE] OK, thank you, [PII], have a great day.
[AGENT][POSITIVE] You're welcome and thank you for calling APL. I hope you have a great day.
[CUSTOMER][POSITIVE] Thank you, bye bye.
[AGENT][NEUTRAL] Bye-bye.