AccountId: 011433970860
ContactId: c11a019b-b593-4232-a7ac-e882c0d89997
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 118800 ms
Total Talk Time (AGENT): 47889 ms
Total Talk Time (CUSTOMER): 48686 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/15/c11a019b-b593-4232-a7ac-e882c0d89997_20250415T16:33_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, you said your name is [PII]?
[AGENT][NEUTRAL] Idea.
[CUSTOMER][NEUTRAL] Hi, my name is [PII], and I am calling regarding uh benefits for our APL insurance on a statement that was not paid.
[CUSTOMER][NEUTRAL] To Memorial Healthcare.
[AGENT][NEUTRAL] OK, so [PII], you're wanting to check to see why a claim was not paid, is that correct?
[CUSTOMER][POSITIVE] Correct, yes.
[AGENT][NEUTRAL] Yes, sir. I can help you with that. And what is your callback number?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Thank you. And your policy number, please?
[CUSTOMER][NEUTRAL] Uh, it's 02230090.
[AGENT][NEUTRAL] OK, thank you. Give me a moment please to get all of your information pulled up.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] OK, Mr. [PII], I will need to verify several things with you first, for security purposes and then also any information that is provided would be a verification of benefits and not a guarantee of payment. So first off, if you would please verify your date of birth.
[CUSTOMER][NEUTRAL] My date of birth is [PII].
[AGENT][POSITIVE] Thank you and the
[CUSTOMER][NEUTRAL] And this is actually insured.
[AGENT][NEUTRAL] Mhm. Who is this?
[CUSTOMER][NEUTRAL] My wife's coverage.
[AGENT][NEUTRAL] OK, and her name and date of birth?
[CUSTOMER][NEUTRAL] [PII]. Her date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you. And the whole mailing address?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Thank you. The phone number that we would have on file for Ms. [PII]?
[CUSTOMER][NEUTRAL] Um, one.