AccountId: 011433970860
ContactId: 95e93922-e6a3-4b6d-98e2-5178c3d30a19
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 162000 ms
Total Talk Time (AGENT): 55309 ms
Total Talk Time (CUSTOMER): 71514 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/15/95e93922-e6a3-4b6d-98e2-5178c3d30a19_20250415T15:44_UTC.wav
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[CUSTOMER][POSITIVE] Maximum benefit payable for this data service that's been met.
[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, yes ma'am, I was just calling to check the status of a claim.
[AGENT][NEUTRAL] OK, I could check in a claim for you. What was your name?
[CUSTOMER][NEUTRAL] Um, [PII], and what was your name again? I'm so sorry.
[AGENT][NEUTRAL] OK, it's uh [PII]
[AGENT][POSITIVE] And [PII], can I get a good call back number from you in case we're disconnected please?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Yes ma'am, [PII].
[AGENT][NEUTRAL] OK, thank you, and then did you have that policy number?
[CUSTOMER][NEUTRAL] Yes ma'am, it is um 02280029 MLB.
[AGENT][NEUTRAL] OK and then what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] [PII] and it's [PII].
[AGENT][POSITIVE] Perfect, thank you for verifying that and what was the date of service for this claim?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII] and do you have that bill amount?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes ma'am, total bill amount is $1,925.
[AGENT][POSITIVE] Got it. Thank you. One moment, please.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so it does not look like we have received this claim. I don't have any claims for that date of service. Uh, however, I will let you know this policy terminated [PII].
[CUSTOMER][NEUTRAL] Turn [PII]. OK, um, OK.
[CUSTOMER][NEUTRAL] Claim not found. OK, can you hold for just a second, OK?
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK, um, then there's no point in sending the claim if it was termed prior before date of service, so you said termed [PII], OK.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Alrighty and then I guess all I need is a um reference number for this call.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, that would just be my first name, last initial, and today's date, um, so my last initial is A.
[CUSTOMER][NEUTRAL] What is
[AGENT][NEUTRAL] Was there anything else I can help you with [PII]?
[CUSTOMER][NEUTRAL] OK, and then today's date.
[CUSTOMER][NEUTRAL] No ma'am.
[AGENT][POSITIVE] Alright well thanks for calling APL. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] You as well sweetie bye bye.
[AGENT][POSITIVE] Thank you, bye bye.