AccountId: 011433970860
ContactId: 7d6b3c28-59bb-438d-b186-5b2ff9091aec
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 142320 ms
Total Talk Time (AGENT): 37072 ms
Total Talk Time (CUSTOMER): 56004 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/08/7d6b3c28-59bb-438d-b186-5b2ff9091aec_20250508T14:14_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], good morning, it's [PII] just calling to see if you have a claim on file for one of our patients, please.
[AGENT][NEUTRAL] OK, [PII], I can help you with claim status. Do you have a good callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you and you have the policy number for the patient?
[CUSTOMER][NEUTRAL] I do. It's 1346491.
[AGENT][NEUTRAL] Who your name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] And date of service and bill charges?
[CUSTOMER][NEUTRAL] [PII] $14,488 even.
[AGENT][NEUTRAL] Yeah, I'm not showing that claim on file.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Was she active at time of service?
[AGENT][NEUTRAL] Uh, actually, this is an old policy. Let me see if she has a different policy number.
[AGENT][NEUTRAL] No, she terminated on this policy. This policy terminated [PII]. I don't see an active policy.
[CUSTOMER][NEUTRAL] Ew.
[CUSTOMER][NEUTRAL] You said [PII]?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Oh, why would we still have that?
[CUSTOMER][NEUTRAL] Policy terminated [PII].
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] What was the effective date? When did it start?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]. OK, so one year. OK, um, may I have a call reference number please?
[AGENT][NEUTRAL] It's my name is [PII], and today's date.
[CUSTOMER][NEUTRAL] And [PII], you didn't see any other policy, right?
[AGENT][NEUTRAL] Correct. I don't see another active policy.
[CUSTOMER][POSITIVE] OK great alrighty thanks for helping appreciate it.
[AGENT][POSITIVE] Thanks for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] Bye bye