AccountId: 011433970860
ContactId: c3f4b813-1033-4c50-bb8d-7c2b57045c00
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 222559 ms
Total Talk Time (AGENT): 65364 ms
Total Talk Time (CUSTOMER): 53515 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/27/c3f4b813-1033-4c50-bb8d-7c2b57045c00_20250327T17:42_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hi, [PII]. This is [PII] calling for the provider to check on additional information about a claim that has been denied. Please note this call is being recorded and monitored for training and quality purposes. Could you please spell your name, please?
[AGENT][NEUTRAL] It's uh [PII]
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] And yeah I can get clarification for that claim for you. uh [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] The callback number is [PII].
[AGENT][NEUTRAL] Thank you. And then do you have the policy number?
[CUSTOMER][NEUTRAL] Um, sure. 02.
[CUSTOMER][NEUTRAL] 466112.
[AGENT][NEUTRAL] OK, and uh what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] Uh, it's [PII].
[CUSTOMER][NEUTRAL] Let me check. Just give me one moment.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] It does in Doha and date of birth is [PII].
[AGENT][POSITIVE] Perfect, thank you for verifying that. Do you have that claim number, [PII]?
[CUSTOMER][NEUTRAL] Um, sure.
[CUSTOMER][NEUTRAL] The claim number it's 3573947.
[AGENT][NEUTRAL] OK thank you one moment.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, so we were unable to pay a benefit season as this policy terminated, uh, [PII] and so of course um the services were rendered after coverage was terminated.
[CUSTOMER][NEUTRAL] Just a minute.
[CUSTOMER][NEUTRAL] May I know what is the effective date?
[AGENT][NEUTRAL] Effective date for this policy was [PII].
[CUSTOMER][NEUTRAL] And if there is any active coverage on the rate of service?
[AGENT][NEUTRAL] No, this, uh, that was the last that was the excuse me, that was the last policy they had with us.
[CUSTOMER][NEUTRAL] So there is an active coverage, right?
[AGENT][NEGATIVE] There is no active coverage with us, no.
[CUSTOMER][NEUTRAL] Thank you. And can I get the reference number, Kierra?
[AGENT][NEUTRAL] Reference number would just be my first name, last initial, and today's date. Uh, so my last initial is A. Was there anything else I could help you with, [PII]?
[CUSTOMER][POSITIVE] That's all today for assisting me. Have a great day.
[AGENT][POSITIVE] Of course thanks for calling APL you too bye bye.
[CUSTOMER][NEUTRAL] Bye bye.