AccountId: 011433970860
ContactId: 9e841966-276c-4fcd-bdfa-00d885cf197e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 213860 ms
Total Talk Time (AGENT): 75269 ms
Total Talk Time (CUSTOMER): 52817 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/11/9e841966-276c-4fcd-bdfa-00d885cf197e_20250611T19:02_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, good afternoon. I'm calling for cleaning status, please.
[AGENT][NEUTRAL] OK, yeah, I could check on a claim for you. uh, what was your name please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, [PII], can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And then do you have your policy number?
[CUSTOMER][NEUTRAL] Yes I do one moment.
[CUSTOMER][NEUTRAL] Uh, the ID is 02518197.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And [PII], are you with a provider or is this for your individual policy?
[CUSTOMER][NEUTRAL] provider.
[AGENT][NEUTRAL] Got it and then uh what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] [PII], uh [PII].
[AGENT][POSITIVE] OK perfect thank you so much for verifying that and uh what was the date of service for this claim please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII] and then what was that bill amount please?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] $835.
[AGENT][NEUTRAL] That was $835?
[CUSTOMER][NEUTRAL] Even, yes.
[AGENT][POSITIVE] Got it thank you one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, [PII], I'm sorry, what was the, uh, tax ID for this provider?
[CUSTOMER][NEUTRAL] 542
[CUSTOMER][NEUTRAL] 129332.
[AGENT][NEUTRAL] OK thank you one moment.
[AGENT][NEUTRAL] OK, I appreciate your patience. uh, so we did receive this claim, we were unable to pay a benefit as office visits are not covered under this policy.
[CUSTOMER][NEUTRAL] Of this in a cover.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] I know this.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let me um do you have a claim number?
[AGENT][NEUTRAL] Yes, uh, that is 35.
[AGENT][NEUTRAL] 39
[AGENT][NEUTRAL] 340.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Thank you and can I have a reference number for the call, please? And your name? I didn't get it. I'm sorry.
[AGENT][NEUTRAL] That's OK. Um, reference number would just be my first name, last initial, and today's date. Uh, so my name is spelled [PII] Was there anything else I could help you with?
[CUSTOMER][POSITIVE] No, thank you so much for your help.
[AGENT][POSITIVE] Of course, thanks for calling APL have a great rest of your day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.