AccountId: 011433970860
ContactId: b7121add-843d-47e8-96d5-010ea794550d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 118919 ms
Total Talk Time (AGENT): 29269 ms
Total Talk Time (CUSTOMER): 50370 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/09/b7121add-843d-47e8-96d5-010ea794550d_20250409T19:38_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII]. My name is [PII]. I'm calling from HM Medical Consultants, and I'm trying to check on the status of the claim and um also just verify that you guys have it on file.
[AGENT][NEUTRAL] OK, [PII], I can help you with claim status. Do you have a good callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And you have the policy number of the patient?
[CUSTOMER][NEUTRAL] I do. It is.
[CUSTOMER][NEUTRAL] 01939316
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] And the date of service.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Uh, I don't have the claim on file, but I do show the policy terminated 10-1-2024.
[CUSTOMER][NEUTRAL] Oh, OK. Well then, we don't even need to bill you guys for it. OK. Uh, and you don't show that they have any other active policies with you guys under like a different ID number?
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Um, no, I did check. I don't show anything else active.
[CUSTOMER][POSITIVE] OK, sounds good then thank you very much.
[AGENT][POSITIVE] OK, thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] Can I, can I get your reference number?
[AGENT][NEUTRAL] Yeah, it's just my name and today's date.
[CUSTOMER][POSITIVE] OK perfect thank you.
[AGENT][NEUTRAL] OK, thank you for calling APL.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Have a good day. Thanks. Bye.