AccountId: 011433970860
ContactId: c39d60a0-ffe5-40d0-9971-8fdb707c770f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 184600 ms
Total Talk Time (AGENT): 45410 ms
Total Talk Time (CUSTOMER): 61821 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/02/c39d60a0-ffe5-40d0-9971-8fdb707c770f_20250402T19:36_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello, my name is [PII] and I'm calling for claim status.
[AGENT][NEUTRAL] OK, [PII], I can help you with claim status. Do you have a good callback number?
[CUSTOMER][NEUTRAL] Yes, that would be [PII].
[AGENT][NEUTRAL] OK, thank you. You have the policy number of the patient?
[CUSTOMER][NEUTRAL] Yes, the policy number is 024.
[CUSTOMER][NEUTRAL] 550.
[CUSTOMER][NEUTRAL] 367.
[CUSTOMER][NEUTRAL] M as in Mary, L as in lion, 8.
[AGENT][NEUTRAL] And what was the patient name and date of birth?
[CUSTOMER][NEUTRAL] That is [PII]. Uh, date of birth is [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] What was that date of service?
[CUSTOMER][NEUTRAL] Data service is [PII]. So the amount is 662.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, looks like we don't have a claim on file.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right. Thank you for checking that.
[CUSTOMER][NEUTRAL] And um just to make sure um we did send it by mail on [PII] to the [PII]. Is that the correct address?
[AGENT][NEUTRAL] Um, let's see, let me make sure.
[AGENT][NEUTRAL] Um, no, it's actually, let me give you our PO box, um, it's in [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So it's [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] OK. Thank you.
[CUSTOMER][NEUTRAL] Alright, so then that was my only claim. Is there a reference number for the call today?
[AGENT][NEUTRAL] Uh, reference number will just be my first name, first initial of my last name which is [PII] as in dog, so [PII] D and today's date.
[CUSTOMER][POSITIVE] All right, perfect.
[CUSTOMER][POSITIVE] All right. Well, thank you so much for your help today.
[AGENT][POSITIVE] OK, thank you for calling APL and have a great day.
[CUSTOMER][POSITIVE] Right. Thank you. Bye-bye.