AccountId: 011433970860
ContactId: 63929abb-282b-443f-8673-db0d99dc0ece
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 192929 ms
Total Talk Time (AGENT): 74136 ms
Total Talk Time (CUSTOMER): 54751 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/03/63929abb-282b-443f-8673-db0d99dc0ece_20250103T19:42_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling on behalf of the provider's office. Look on the status of the claims.
[AGENT][POSITIVE] OK, yeah, I can check on a claim for you. I'm so sorry, what did you say your name was?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Oh, OK.
[AGENT][POSITIVE] And then can I get a good call back number from you in case we're disconnected please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. Do you have the policy number?
[CUSTOMER][NEUTRAL] It's going to be 02463794.
[AGENT][NEUTRAL] OK thank you one moment.
[AGENT][NEUTRAL] OK, and what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] Uh name is going to be [PII], [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that and uh what was the date of service for this claim?
[CUSTOMER][NEUTRAL] Date of service is [PII], build on $300 even.
[AGENT][NEUTRAL] 300. OK, thank you one moment please.
[AGENT][NEUTRAL] OK, um, I'm not showing that we've received.
[AGENT][NEUTRAL] Any claims for this policy. Bear with me just a moment.
[CUSTOMER][NEUTRAL] It was submitted via mail on [PII].
[CUSTOMER][NEUTRAL] MS [PII].
[AGENT][NEUTRAL] No. No.
[AGENT][NEUTRAL] I, I can get you the correct one. however, I will let you know also that the, um, they don't have any policies that were active during that time.
[CUSTOMER][NEUTRAL] Do we have any fax number?
[AGENT][NEUTRAL] So you did say the date of service was [PII], correct?
[CUSTOMER][NEUTRAL] [PII]. Yes.
[AGENT][NEUTRAL] OK, so this policy terminated, um, [PII].
[CUSTOMER][NEUTRAL] OK, hold on.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] For the uh verified and stated policy inactive or date of service.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] When it was started on?
[AGENT][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] If they
[CUSTOMER][NEUTRAL] And when it was turned on?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] For with the card reference number.
[AGENT][NEUTRAL] That would just be my first name, last initial, and today's date and so my name is spelled [PII] Was there anything else I could do to help?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Uh bye.
[AGENT][POSITIVE] OK, yeah, thanks for calling APL bye bye.