AccountId: 011433970860
ContactId: a14ad208-c77a-4893-b161-ca7eff8c7ec6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 129740 ms
Total Talk Time (AGENT): 50489 ms
Total Talk Time (CUSTOMER): 39470 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/21/a14ad208-c77a-4893-b161-ca7eff8c7ec6_20250521T17:37_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Thank you for calling APL. My name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Hello, my name is [PII] calling from Mercy Hospital, checking on a claim status.
[AGENT][POSITIVE] I'd be happy to assist with claim status today [PII] if I can get a good call back number for you.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] 01828786
[AGENT][NEUTRAL] Patient's name and date of birth.
[CUSTOMER][NEUTRAL] Patient's name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] And what is the date of service?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you for that information and your tax ID.
[CUSTOMER][NEUTRAL] Tax ID number is [PII].
[AGENT][NEUTRAL] OK, I'm not sure we have a claim on file for [PII].
[CUSTOMER][NEUTRAL] No claim on file?
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Can you please let me know the number's effective date and term date?
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] Policy was effective [PII] and it's still active.
[CUSTOMER][NEUTRAL] Address to submit claims.
[AGENT][NEUTRAL] [PII] and that's in [PII].
[AGENT][NEUTRAL] And the zip code is [PII].
[CUSTOMER][NEUTRAL] And what is the timely filing?
[AGENT][NEGATIVE] There's no timely filing.
[CUSTOMER][NEUTRAL] Can you please spell your name?
[AGENT][NEUTRAL] [PII]. Was there anything else I could assist with today?
[CUSTOMER][NEUTRAL] Call it.
[CUSTOMER][NEUTRAL] No, thank you for asking call reference number.
[AGENT][NEUTRAL] Reference is just my name [PII], and the date and time of the call.
[CUSTOMER][POSITIVE] Thank you for providing information. Have a nice day. Bye bye.
[AGENT][POSITIVE] Thank you for calling APL. Have a good day.