AccountId: 011433970860
ContactId: ac3d3905-fb22-4216-8c1b-c76c00f715d5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 205929 ms
Total Talk Time (AGENT): 48309 ms
Total Talk Time (CUSTOMER): 91012 ms
Interruptions: 1
Overall Sentiment: AGENT=1.3, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/20/ac3d3905-fb22-4216-8c1b-c76c00f715d5_20250620T16:19_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII]. My name is [PII]. I'm calling from the Shiva's office to check on a plane.
[AGENT][NEUTRAL] [PII], I can help you with claim status. Do you have a good callback number?
[CUSTOMER][NEUTRAL] Sure that is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] That's
[AGENT][NEUTRAL] And you have a policy number for the patient?
[CUSTOMER][NEUTRAL] 1086217.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII], um, [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] A date of service and bill charges.
[CUSTOMER][NEUTRAL] This is on [PII].
[CUSTOMER][NEUTRAL] We charge $206 even.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] And can I get your last name initial?
[AGENT][NEUTRAL] That's my name, [PII], and first initial to last name [PII]. Today's date with with my name as the reference.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, and you said [PII]?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Uh, it looks like the claim was received on.
[AGENT][NEUTRAL] [PII] processed on the same day, [PII].
[AGENT][NEUTRAL] And policy terminated on.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] On [PII].
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] One, can you repeat the date when the time to.
[AGENT][NEUTRAL] On [PII].
[CUSTOMER][NEUTRAL] OK that's
[CUSTOMER][NEUTRAL] Oh OK.
[CUSTOMER][NEUTRAL] Can I have the claim number?
[AGENT][NEUTRAL] Claim number 3,602,650.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] 3,602,650.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, and there's no reestablishment was made, right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK, and uh would you able to fax her a copy of CRV?
[AGENT][NEUTRAL] Your fax number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] small
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] That is 888-514.
[CUSTOMER][NEUTRAL] 0442.
[AGENT][POSITIVE] OK, I'll get that faxed over. It just takes a few minutes. And is there anything else I can help with today?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Um, no, aside from this, nothing else. Thank you, [PII]. Yeah again and stay safe. Bye-bye.
[AGENT][POSITIVE] Thank you for calling APL. You too. Bye bye.