AccountId: 011433970860
ContactId: b3996c85-2bad-4400-a95d-681e87875fab
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 174830 ms
Total Talk Time (AGENT): 46447 ms
Total Talk Time (CUSTOMER): 70860 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/20/b3996c85-2bad-4400-a95d-681e87875fab_20250520T13:46_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is. May I help you?
[CUSTOMER][NEUTRAL] Hi, I'm calling for claim status. Am I in the correct department?
[AGENT][NEUTRAL] Yes, ma'am. I can verify claim status for you and your name is?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and Ms. [PII], what is that policy number, please?
[CUSTOMER][NEUTRAL] Um, the policy number is 02166749.
[AGENT][NEUTRAL] Thank you and do you have a callback number in case the call dropped?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] OK. And verify the patient's name, date of birth.
[CUSTOMER][NEUTRAL] The patient's name is [PII]. Date of birth is
[CUSTOMER][NEUTRAL] Um, let me go back.
[CUSTOMER][POSITIVE] Excellent.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And Ms. [PII], what was the date of service and the amount of the charge?
[CUSTOMER][NEUTRAL] I'm looking for a data service [PII], hold on, is that right? I guess it is. [PII]. The amount um $471.25.
[AGENT][POSITIVE] OK, thank you ma'am, give me one moment please.
[AGENT][NEUTRAL] You said [PII]?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] I do not show we received a claim for that data service and she wasn't eligible until [PII].
[CUSTOMER][NEUTRAL] [PII]. OK, um, I have one more. Let me see this one is.
[AGENT][NEUTRAL] OK, for the same patient or a different patient?
[CUSTOMER][NEUTRAL] It's the same patient. Let me just get the um.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Just checking, checking the numbers right.
[CUSTOMER][NEUTRAL] Alright, so the next one would be for.
[CUSTOMER][NEUTRAL] Data service, OK, well that one's the same thing, so it's [PII] also. So she did not have um coverage until [PII].
[AGENT][POSITIVE] Correct. Yes, ma'am.
[CUSTOMER][POSITIVE] OK, thank you so much for your help.
[AGENT][POSITIVE] Alright, you're welcome. Uh, thank you for calling APL. Have a great day, Ms. [PII].
[CUSTOMER][NEUTRAL] You too, bye.
[AGENT][NEUTRAL] Bye.