AccountId: 011433970860
ContactId: 72fa4e3d-3ab7-4944-81ba-c87214eef2fe
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 142639 ms
Total Talk Time (AGENT): 40825 ms
Total Talk Time (CUSTOMER): 69576 ms
Interruptions: 3
Overall Sentiment: AGENT=1.3, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/07/72fa4e3d-3ab7-4944-81ba-c87214eef2fe_20250407T13:11_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][POSITIVE] Hey [PII], it's [PII]. Happy Monday. How are you?
[AGENT][POSITIVE] I'm good. How are you, [PII]?
[CUSTOMER][NEUTRAL] Yeah, good, [PII], I'm probably calling a day too early on this person, but um, let me give you my best call back number so it's [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, thank you. And the policy number, please?
[CUSTOMER][NEUTRAL] That would be
[CUSTOMER][NEUTRAL] 2605164
[AGENT][NEUTRAL] OK, and the name and date of birth?
[CUSTOMER][NEUTRAL] The name
[CUSTOMER][NEUTRAL] The name is [PII] and his date of birth is [PII].
[AGENT][NEUTRAL] OK. And you're calling to check on the status of a claim?
[CUSTOMER][NEUTRAL] And you're calling to check
[CUSTOMER][NEUTRAL] Yeah, if I could um.
[CUSTOMER][NEUTRAL] The bill date, let's see, it was [PII] of this year treatment date at a Baycare one word Baycare urgent care.
[AGENT][NEUTRAL] OK. One moment. He does have one pending claim on file. Let me take a look at the image.
[CUSTOMER][NEUTRAL] pending
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Thanks.
[AGENT][POSITIVE] Mhm, no problem.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Erase your document
[AGENT][NEUTRAL] OK. He does have one claim on file. The date of service is 3-7-25 and it's um pending.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] 25 minutes.
[CUSTOMER][NEUTRAL] OK, what is is it just some process or do they need some other information?
[AGENT][NEUTRAL] Well, it's in process. Um, we received it on 43, yeah, and we asked for um 7 to 10 business days. Yes, sir.
[CUSTOMER][NEUTRAL] OK, got you, yeah, OK, got you.
[CUSTOMER][POSITIVE] OK, alright, I'm just, as I said, I know I just had time to call. Alright, thanks. Alright, you take care.
[AGENT][NEUTRAL] OK. Is there anything else?
[CUSTOMER][POSITIVE] No, we're good for now thank you ma'am.
[AGENT][POSITIVE] Mhm. Thank you again, [PII], for calling APL. You have a great day. Bye.
[CUSTOMER][POSITIVE] Take care alright bye bye you too ma'am.