AccountId: 011433970860
ContactId: b48273e9-6f52-488f-ada1-411503c20666
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 131020 ms
Total Talk Time (AGENT): 37754 ms
Total Talk Time (CUSTOMER): 48111 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/03/b48273e9-6f52-488f-ada1-411503c20666_20250403T19:30_UTC.wav
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[AGENT][POSITIVE] Thank you for calling my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII]. I'm calling from Franciscan Physician Network. I was calling about claim status to see if a claim was received.
[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] Policy number is D 43600661 Yelena [PII].
[AGENT][NEUTRAL] I believe that's the wellness policy number um do you have a social?
[CUSTOMER][NEUTRAL] Uh, let me see if I do.
[CUSTOMER][NEUTRAL] Hold on one second.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And the date of birth?
[CUSTOMER][NEUTRAL] Her date of birth is [PII].
[AGENT][NEUTRAL] And the date of service for the claim?
[CUSTOMER][NEUTRAL] [PII] for $180.
[AGENT][NEUTRAL] Thank you for that information. um, so I'm showing the claim was denied because there was no active coverage at the time of service.
[CUSTOMER][NEUTRAL] Can you give me the eligibility dates?
[AGENT][POSITIVE] policy was effective from
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Just 14 days.
[AGENT][NEUTRAL] Just 14 days.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, [PII], can I have a reference number?
[AGENT][NEUTRAL] It's just my name and today's date and time. Was there anything else I can assist with today?
[CUSTOMER][POSITIVE] That's it. I appreciate your help. Thanks so much.
[AGENT][POSITIVE] Thank you for calling APO you have a good day.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Mhm bye bye.