AccountId: 011433970860
ContactId: c4fbb100-14a8-4bac-9905-1e6ec2e87ce7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 129470 ms
Total Talk Time (AGENT): 56411 ms
Total Talk Time (CUSTOMER): 37410 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/15/c4fbb100-14a8-4bac-9905-1e6ec2e87ce7_20250515T18:41_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, this is [PII]. I'm calling to check the status of a claim.
[AGENT][NEUTRAL] OK, I can check on a claim for you. Um, so you said your name was, uh, [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Uh, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. Do you have the policy number?
[CUSTOMER][NEUTRAL] 16168668
[AGENT][NEUTRAL] OK, and then what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Alright, thank you for verifying that. uh, what was the date of service for this claim?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, do you have that bill amount?
[CUSTOMER][NEUTRAL] $1,258.
[AGENT][NEUTRAL] Got it. OK, so I will tell you this, excuse me, this policy, uh, that you gave me did terminate, um, [PII], um, and she does not have one that was active during that date of service. Would you like me to see if we received this?
[CUSTOMER][NEUTRAL] No, that's OK, um, so you said termed on TM 124.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] And what is a reference number please?
[AGENT][NEUTRAL] Oh that would be my first name, last initial, and today's date and so my name is spelled [PII] last [PII]
[AGENT][NEUTRAL] Was there anything else to help you with [PII]?
[CUSTOMER][POSITIVE] That's it thank you.
[AGENT][POSITIVE] Alright, thanks for calling HO have a great rest of your day.
[CUSTOMER][NEUTRAL] You too bye bye.