AccountId: 011433970860
ContactId: 9a4c6795-5881-40e0-afc1-5866b0396708
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 212309 ms
Total Talk Time (AGENT): 66719 ms
Total Talk Time (CUSTOMER): 51558 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=1.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/18/9a4c6795-5881-40e0-afc1-5866b0396708_20250618T19:44_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, good afternoon. My name is [PII]. I'm calling to check on the status of the claim.
[AGENT][NEUTRAL] OK, sure, I can assist you with claim status, Ms. [PII]. May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Sure, it's [PII].
[AGENT][NEUTRAL] Thank you and may I have the patient's policy number?
[CUSTOMER][NEUTRAL] 01808046 M like Mary L like Lima 8.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] And Miss. So, would you mind spelling your name for me?
[AGENT][NEUTRAL] Sure, that's [PII].
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] You're welcome. OK. May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Patient's name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK. May I have the date of service and the amount of the claim?
[CUSTOMER][NEUTRAL] Data services [PII]. The amount is $11,329 even.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Let me check and see if there's any.
[AGENT][NEUTRAL] I can see a claim for that amount for that date of service. Now, this policy has been terminated. Um, the termination date was on [PII], and there's no other policies available for this member.
[CUSTOMER][NEUTRAL] It was terminated [PII].
[AGENT][NEUTRAL] Mhm, yes.
[CUSTOMER][NEUTRAL] Alright, give me one second.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Oh I'm sorry.
[CUSTOMER][NEUTRAL] You said that was [PII].
[AGENT][NEUTRAL] Mhm. [PII]. Mhm.
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Can I have your reference number for this one?
[AGENT][NEUTRAL] We don't have reference numbers. You can use my name in today's state if you will.
[CUSTOMER][NEUTRAL] Sure, Miss [PII], can I also have the initial of your last name?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Yes, thank you.
[CUSTOMER][POSITIVE] Thank you, Miss [PII], that's everything I need.
[AGENT][POSITIVE] You're welcome. Thank you for calling ATL. Have a good day. The same.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Thank you. Bye-bye.