AccountId: 011433970860
ContactId: 70c9458f-75da-48ac-9066-4bc39fb3a943
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 175720 ms
Total Talk Time (AGENT): 43147 ms
Total Talk Time (CUSTOMER): 59751 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/23/70c9458f-75da-48ac-9066-4bc39fb3a943_20250623T13:55_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello, my name is [PII] and my initial is [PII]. Can you help me with the claim status?
[AGENT][POSITIVE] Yes, I can help you with claim status, [PII]. Do you have a good callback number?
[CUSTOMER][NEUTRAL] Yes, the callback number is [PII]. It's a direct line.
[AGENT][NEUTRAL] OK, thank you. And what's the policy number for the patient?
[CUSTOMER][NEUTRAL] That's 970947.
[AGENT][NEUTRAL] Patient name and date of birth?
[CUSTOMER][NEUTRAL] Patient name is [PII]. I'm sorry, it's [PII]
[AGENT][NEUTRAL] And date of birth?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Day of service and bill charges.
[CUSTOMER][NEUTRAL] Date of service is [PII]. Total bill amount is $15.78.
[AGENT][NEUTRAL] OK, that's [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Um, I don't have the claim on file, but this policy terminated [PII].
[CUSTOMER][NEUTRAL] Just a second. Could you spell your name for me?
[AGENT][NEUTRAL] It's [PII], it's [PII]
[CUSTOMER][NEUTRAL] So, can you tell me when the policy effective date?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And the terminated on.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, fine. I understand. Is it a medical claim? I mean, are you, are you looking for medical information or something?
[AGENT][NEUTRAL] What I'm sorry?
[CUSTOMER][NEUTRAL] Is this regarding medical or dental?
[AGENT][NEUTRAL] Are you asking what type of policy it is?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] It's a medical policy.
[CUSTOMER][POSITIVE] OK, great, thank you so much for that information you provided. Can I have the call reference number?
[AGENT][NEUTRAL] It's my name and today's date.
[CUSTOMER][POSITIVE] Great. Thank you so much for your assistance, [PII]. Hope you have a great rest of your day.
[AGENT][POSITIVE] Thanks for calling APL. You as well. Bye-bye.