AccountId: 011433970860
ContactId: ab4874d3-3b72-4fa2-8581-2a5fac846614
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 114529 ms
Total Talk Time (AGENT): 30990 ms
Total Talk Time (CUSTOMER): 52801 ms
Interruptions: 2
Overall Sentiment: AGENT=0.9, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/30/ab4874d3-3b72-4fa2-8581-2a5fac846614_20250530T18:33_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thanks for calling APL. This is may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] calling from Suncream Clinic to check on a claim status.
[AGENT][NEUTRAL] OK, I can verify claim status for you. And you say your name is [PII]?
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and what was the date of service and amount of the charge?
[CUSTOMER][NEUTRAL] The date of service is [PII] for the bill amount of $1330 even.
[AGENT][NEUTRAL] Uh, what is the policy number?
[CUSTOMER][NEUTRAL] The policy number is 2250022.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] And callback number in case the call drops?
[CUSTOMER][NEUTRAL] [PII] with the extension [PII].
[AGENT][NEUTRAL] OK, excuse me.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Patient's name, date of birth?
[CUSTOMER][NEUTRAL] Patient's name is [PII] and the date of birth is [PII].
[AGENT][POSITIVE] All right thank you one moment.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It
[AGENT][NEUTRAL] And what is the name of the provider's office?
[CUSTOMER][NEUTRAL] Samsung Clinic.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, I'm trying to claim process that services other than for sickness or an injury is not covered for the policy.