AccountId: 011433970860
ContactId: 6d13d4ec-d950-4f61-b7b7-e45e56caba0c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 183240 ms
Total Talk Time (AGENT): 39769 ms
Total Talk Time (CUSTOMER): 39666 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/23/6d13d4ec-d950-4f61-b7b7-e45e56caba0c_20250123T22:17_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] on the care team. How are you?
[AGENT][POSITIVE] I'm good. How are you?
[CUSTOMER][NEUTRAL] I'm doing good. I have a claim. The insured is asking me why her um claim is still on hold. I checked her group billing, she's paid up. I don't know how to answer this question. Um.
[AGENT][NEUTRAL] OK, what's, what's the policy number?
[CUSTOMER][NEUTRAL] It's 218-447-3.
[AGENT][NEUTRAL] OK, let me take a look real quick.
[CUSTOMER][NEUTRAL] It's for part 3.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] He's got this time.
[AGENT][NEUTRAL] What's the data service.
[AGENT][NEUTRAL] Hold on, I'm looking at it.
[CUSTOMER][POSITIVE] Mhm. Thank you.
[AGENT][NEUTRAL] You're welcome. Let me see if I can go in to her queue and see if it will let me pay it.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me see what the error is that it gives me.
[CUSTOMER][NEUTRAL] Alright, I'm gonna check with her. Hold on one second.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Data services outside the benefit period.
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] OK, so she's only paid up to 1125. Her data service is 1225.
[CUSTOMER][NEUTRAL] So she has to wait until the next month's invoice generates to.
[CUSTOMER][NEUTRAL] To be paid and then this claim can be processed?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Oh my [PII]. OK. I will let her know.
[AGENT][NEUTRAL] Yeah, we can't do anything until it's paid up.
[CUSTOMER][POSITIVE] OK. Well, I'll let her know. Thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] All right, bye bye.
[AGENT][NEUTRAL] Alright bye.