AccountId: 011433970860
ContactId: a1587c58-d5e6-4ca5-8117-246e21851d73
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 130100 ms
Total Talk Time (AGENT): 37879 ms
Total Talk Time (CUSTOMER): 45769 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/06/a1587c58-d5e6-4ca5-8117-246e21851d73_20250606T19:37_UTC.wav
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[AGENT][NEUTRAL] Calling APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII] and I'm calling to check 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] Yes, policy number here would be 1236434.
[AGENT][NEUTRAL] Patient's name and date of birth.
[CUSTOMER][NEUTRAL] This patient's name here would be [PII].
[AGENT][NEUTRAL] Date of birth?
[CUSTOMER][NEUTRAL] Date of birth for this number here is um [PII].
[AGENT][NEUTRAL] Thank you for that information. Let me see. Please be advised the verification of coverage is not a guarantee of payment. And what is the date of service for the claim?
[CUSTOMER][NEUTRAL] Day of service for this claim here would be um [PII].
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Total bill amount $655.
[AGENT][NEUTRAL] OK, I'm not showing we have that claim on file, but I'm also showing that this policy lapsed [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, so
[CUSTOMER][NEUTRAL] No claim on file policy terms.
[CUSTOMER][NEUTRAL] And your name?
[AGENT][NEUTRAL] My name's [PII]. Was there anything else I can assist with today?
[CUSTOMER][NEUTRAL] Is there a reference number?
[AGENT][NEUTRAL] It's just my name in today's date and time.
[CUSTOMER][POSITIVE] OK, thank you [PII] have a beautiful weekend.
[AGENT][NEUTRAL] Same to you thank you for calling APL.
[CUSTOMER][POSITIVE] Thank you.