AccountId: 011433970860
ContactId: 627d87e0-f88e-4672-aa39-2b6df5577b16
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 136800 ms
Total Talk Time (AGENT): 53775 ms
Total Talk Time (CUSTOMER): 52657 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/18/627d87e0-f88e-4672-aa39-2b6df5577b16_20250418T15:30_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII] or [PII]? I'm sorry.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Oh hi [PII] how are you?
[AGENT][POSITIVE] I'm good, how are you?
[CUSTOMER][POSITIVE] I'm good thank you. I was calling to get claim status please.
[AGENT][POSITIVE] I can help you with your name.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK. And your, and the policy number for the patient?
[CUSTOMER][NEUTRAL] It is 02450225 ML8.
[AGENT][NEUTRAL] And what's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. And what's the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Her name is [PII].
[CUSTOMER][NEUTRAL] [PII], sorry.
[AGENT][NEUTRAL] OK, thank you. And date of birth.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][NEUTRAL] OK, and you're checking claim status for what date?
[CUSTOMER][NEUTRAL] Data service is [PII].
[AGENT][NEUTRAL] In the amount?
[CUSTOMER][NEUTRAL] $1,011.
[AGENT][NEUTRAL] Yeah, I show that that claim wasn't paid. Uh, looks like the date of service is after the policy termination date, which was [PII]. Um, the claim number assigned to this service date is 357.
[AGENT][NEUTRAL] 9501 and it looks like that explanation was mailed to the address on your claim on the [PII].
[AGENT][NEUTRAL] And it's now available to download online.
[CUSTOMER][NEUTRAL] Then I.
[CUSTOMER][NEUTRAL] OK, deny policy term.
[CUSTOMER][NEUTRAL] OK, do you give reference numbers, [PII] or just your name?
[AGENT][NEUTRAL] My name in today's date. First initial last name is [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Anything else?
[CUSTOMER][POSITIVE] All right, thank you very much for your help. No, that's it.
[AGENT][POSITIVE] Oh, you're welcome and thank you for calling APL. Have a good day.
[CUSTOMER][POSITIVE] You as well thank you.
[AGENT][NEUTRAL] Uh, bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.