AccountId: 011433970860
ContactId: b4bce5ca-b746-4f57-8c2b-2999ac31ceac
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 128330 ms
Total Talk Time (AGENT): 50938 ms
Total Talk Time (CUSTOMER): 35343 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/13/b4bce5ca-b746-4f57-8c2b-2999ac31ceac_20250113T16:12_UTC.wav
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[AGENT][POSITIVE] Thank you for calling. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, I'm needing to get some information on a claim.
[AGENT][NEUTRAL] OK, I can help you. What's your name?
[CUSTOMER][NEUTRAL] My name is [PII] and I'm calling from Caldwell Medical Associates.
[AGENT][NEUTRAL] OK, and what's the policy number, [PII]?
[CUSTOMER][NEUTRAL] 02472755
[AGENT][NEUTRAL] And what's a good callback number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And what's the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Date of birth [PII].
[AGENT][NEUTRAL] Thank you for that information and you said that you're checking a claim status, [PII]?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, could you provide the data service and the bill charge, builded amount?
[CUSTOMER][NEUTRAL] August, yeah, [PII] and $70 even.
[AGENT][POSITIVE] OK. Thank you.
[AGENT][NEUTRAL] Alright, so the claim was processed on the, on [PII] and it looks like the date of service is after the policy was no longer active. I'm showing that date is [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] What's the policy termination date.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][NEUTRAL] Alrighty, and you can also check your status on our online service center at [PII], [PII], and did you have any other questions?
[CUSTOMER][NEUTRAL] No ma'am, that's all.
[AGENT][POSITIVE] OK, thank you for calling APL. Have a good day.
[CUSTOMER][POSITIVE] Thank you you too.
[AGENT][NEUTRAL] Bye bye.