AccountId: 011433970860
ContactId: a1973095-2658-402b-81b2-8c1e6cf3ad73
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 117339 ms
Total Talk Time (AGENT): 50959 ms
Total Talk Time (CUSTOMER): 40949 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/24/a1973095-2658-402b-81b2-8c1e6cf3ad73_20250624T17:10_UTC.wav
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[AGENT][NEUTRAL] Calling APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Um, I need claim status, please.
[AGENT][POSITIVE] I'll be happy to assist with claim status. May I have your first name please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] And [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] 02617394
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] And the data service for the claim.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Alright, and if you can confirm your tax ID.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, so I do show that.
[AGENT][NEUTRAL] This was an office visit. Patient has a benefit amount of $50 per visit.
[AGENT][NEUTRAL] And 4 visits per calendar year, so we paid the maximum of $50 on that claim.
[CUSTOMER][NEUTRAL] OK. Do you know what date that was?
[AGENT][NEUTRAL] Um, that went out on [PII].
[CUSTOMER][NEUTRAL] [PII]. OK, thank you. Is there a check number or no?
[AGENT][NEUTRAL] Um, check number is 2,051,050.
[CUSTOMER][NEUTRAL] OK, and for my records, can you give me a claim number?
[AGENT][NEUTRAL] Claim number is.
[AGENT][NEUTRAL] 361-4023
[CUSTOMER][NEUTRAL] OK, and call reference.
[AGENT][NEUTRAL] Reference is just my name [PII] last initial [PII], and the date and time of the call. Was there anything else I could assist with today?
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] That's it. Thank you.
[AGENT][POSITIVE] Thank you for calling APL. You have a good day.
[CUSTOMER][NEUTRAL] You too, bye-bye.