AccountId: 011433970860
ContactId: 63f145cb-7635-4327-b733-1b63d313fa59
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 135960 ms
Total Talk Time (AGENT): 35730 ms
Total Talk Time (CUSTOMER): 49500 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/22/63f145cb-7635-4327-b733-1b63d313fa59_20250522T16:42_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling to check on a claim.
[AGENT][NEUTRAL] Hi, [PII], I can help you with claim status. Do you have a good callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And do you have uh the policy number for that patient?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] 02479552
[AGENT][NEUTRAL] Patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] And data service and bill charges?
[CUSTOMER][NEUTRAL] 9209-62024. I'll get my wording right here in a minute.
[CUSTOMER][NEUTRAL] $3,533 even.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, looks like we received that on 3-26-25, process 331-25.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Um, our records
[CUSTOMER][NEUTRAL] I have a thing saying that didn't pay the premium.
[AGENT][NEUTRAL] Uh, yes.
[CUSTOMER][NEUTRAL] Um, we did send the patient a letter to contact y'all. Um, have they done that?
[AGENT][NEUTRAL] That's
[AGENT][NEUTRAL] Um, let me see
[CUSTOMER][NEUTRAL] Or has the premium been paid so the claim can process?
[AGENT][NEUTRAL] Yeah, I don't show it has.
[CUSTOMER][NEUTRAL] OK. That is all I needed.
[AGENT][NEUTRAL] OK, um,
[CUSTOMER][NEUTRAL] Um, do y'all do reference number?
[AGENT][NEUTRAL] Yeah, it's just my name, [PII], first initial to last name, [PII], and today's date.
[CUSTOMER][POSITIVE] Great thank you so much I appreciate it.
[AGENT][POSITIVE] Thanks for calling [PII]. I hope you have a great day.
[CUSTOMER][NEUTRAL] You too bye.