AccountId: 011433970860
ContactId: c2474ca1-a403-4124-82fb-c2ed1c223876
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 132919 ms
Total Talk Time (AGENT): 66819 ms
Total Talk Time (CUSTOMER): 40614 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=2.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/13/c2474ca1-a403-4124-82fb-c2ed1c223876_20250313T16:12_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I am calling to check claim status please.
[AGENT][POSITIVE] [PII], it would be my pleasure to assist you with claim status. What is the callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you.
[AGENT][NEGATIVE] [PII], right? I'm trying my best to right that wrong, but I'm trying to tell myself, no, that's not right.
[CUSTOMER][POSITIVE] That's correct.
[AGENT][NEUTRAL] All right. I can help you with the claim status. What is the policy number?
[CUSTOMER][NEUTRAL] It is 02468630.
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] And what is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Patient's name is [PII]. Date of birth is uh [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] All right, thank you. My pleasure to help you with that.
[AGENT][NEUTRAL] Claim status. What is the data service?
[CUSTOMER][POSITIVE] I actually have two of them that are outstanding. I have [PII] of this year and [PII] of this year.
[AGENT][NEUTRAL] Yeah, for [PII], I don't have any claims for [PII].
[CUSTOMER][NEUTRAL] No claims on file?
[AGENT][NEUTRAL] No claims on file. Do you wanna fax those to us?
[CUSTOMER][POSITIVE] Yes, if I could please.
[AGENT][NEUTRAL] Uh, you can fax that directly to our claims department at [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] 942 3.
[CUSTOMER][POSITIVE] OK perfect I will get those faxed over thank you.
[AGENT][POSITIVE] And it's been my pleasure to assist you with that claim status. Anything else I can help you with, [PII]?
[CUSTOMER][NEUTRAL] No, um, actually, yes, can I get a reference number please?
[AGENT][NEUTRAL] Sure, the reference number is my name and today's date. I spell my name [PII]
[AGENT][NEUTRAL] First initial last name [PII].
[CUSTOMER][POSITIVE] OK perfect thank you.
[AGENT][POSITIVE] And thank you for calling APL Vicky. Have a lovely day.
[CUSTOMER][POSITIVE] Thanks bye bye.
[AGENT][NEUTRAL] Bye bye.