AccountId: 011433970860
ContactId: 7aec1823-8209-49e5-87ae-a912987376ed
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 161500 ms
Total Talk Time (AGENT): 50715 ms
Total Talk Time (CUSTOMER): 65466 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/04/7aec1823-8209-49e5-87ae-a912987376ed_20250304T19:44_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, I'm calling um to see if by any chance a hospital has filed a claim against our policy.
[AGENT][POSITIVE] OK, sure, I can assist you with claim status.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] May I have your name and a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] OK. My name is [PII].
[CUSTOMER][NEUTRAL] And a callback number is [PII].
[AGENT][NEUTRAL] OK, thank you. And may I have the policy number, Miss [PII]?
[CUSTOMER][NEUTRAL] Um, on here what it has is a group number.
[AGENT][NEUTRAL] In the bottom
[CUSTOMER][NEUTRAL] I don't see an individual policy. Uh-huh.
[AGENT][NEUTRAL] In the bottom you should see, yes, mhm, that's it.
[CUSTOMER][NEUTRAL] The benefit certificate number?
[CUSTOMER][NEUTRAL] OK. Sorry. It's uh 1475557 ML 7.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] One
[CUSTOMER][POSITIVE] No problem.
[AGENT][NEUTRAL] OK, for security, may I have your date of birth?
[CUSTOMER][NEUTRAL] Mine is [PII].
[CUSTOMER][NEUTRAL] But if it needs my husband's because he's the one that's covered under the city's insurance, his is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] What is the mailing address, Miss [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK, and the claim is for one of your dependents or for yourself?
[CUSTOMER][NEUTRAL] Yes, no, for my daughter [PII], and it's, I'm looking in particular data service 1225 $24 a $50 co-pay.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] I don't have a claim for [PII]. No, not for a living.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][POSITIVE] OK. OK dokey. Thank you very much.
[AGENT][POSITIVE] You're welcome. Is there anything else I may help you with today?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, that's all.
[AGENT][POSITIVE] OK, thank you for calling APL. Have a good you're welcome bye bye.
[CUSTOMER][POSITIVE] OK, thanks.
[CUSTOMER][POSITIVE] All right you too bye bye.