AccountId: 011433970860
ContactId: bfebff32-aa01-4765-8a0c-9489f6c0fe21
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 142399 ms
Total Talk Time (AGENT): 61674 ms
Total Talk Time (CUSTOMER): 38749 ms
Interruptions: 0
Overall Sentiment: AGENT=2.5, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/11/bfebff32-aa01-4765-8a0c-9489f6c0fe21_20250411T21:44_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] calling for claim information.
[AGENT][NEUTRAL] OK, I can check on a claim for you. I'm sorry, you said your name was [PII]?
[CUSTOMER][NEUTRAL] Yeah, [PII], how are you today?
[AGENT][POSITIVE] OK, I'm doing well. How are you?
[CUSTOMER][POSITIVE] Great.
[AGENT][POSITIVE] Good to hear it it's Friday we're almost there.
[AGENT][NEUTRAL] Uh, [PII], can I get a good call back number from you in case we're disconnected please?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes, that will be [PII] direct time.
[AGENT][POSITIVE] Awesome thank you and then do you have that policy number?
[CUSTOMER][NEUTRAL] Uh, I have the member ID.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 02515750.
[AGENT][NEUTRAL] OK, and then what was the name and date of birth for the uh insured please?
[CUSTOMER][NEUTRAL] Uh, [PII], date of birth is [PII].
[AGENT][POSITIVE] Perfect, thank you for verifying that and then what was the date of service for this client, please?
[CUSTOMER][NEUTRAL] OK, that is on [PII].
[AGENT][NEUTRAL] OK, do you have that bill amount?
[CUSTOMER][NEUTRAL] Uh, actually I have the code that will be 7210 and 0140.
[AGENT][POSITIVE] OK perfect thank you for that one moment.
[AGENT][NEUTRAL] OK, so we did receive this claim and it looks like we paid a benefit of $47.20. We did not pay a benefit on the [PII], uh, let's see, give me just a moment, OK, as, um, that that particular procedure had a waiting period that had not been met.
[CUSTOMER][POSITIVE] OK, got that information. That will be all. Thank you so much for the information and happy weekend. Bye bye.
[AGENT][POSITIVE] OK, yeah, thanks [PII] you too bye bye.
[CUSTOMER][NEUTRAL] But