AccountId: 011433970860
ContactId: cb1c2bb9-d236-49fe-81e7-a4921540e241
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 110900 ms
Total Talk Time (AGENT): 38129 ms
Total Talk Time (CUSTOMER): 23067 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/06/cb1c2bb9-d236-49fe-81e7-a4921540e241_20250206T20:22_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII] and I have some questions about a claim.
[AGENT][NEUTRAL] OK, [PII], I'm happy to check on a claim. Do we have a policy number?
[CUSTOMER][NEUTRAL] Um, yes, it is sorry.
[CUSTOMER][NEUTRAL] 02347343
[AGENT][POSITIVE] Alright, thank you so much. Let me pull this up.
[AGENT][NEUTRAL] And if I could get the uh patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] Alright, thank you.
[AGENT][NEUTRAL] And then what is the data service?
[CUSTOMER][NEUTRAL] [PII] 24.
[CUSTOMER][NEUTRAL] For 318.
[AGENT][NEUTRAL] 3
[AGENT][NEUTRAL] OK [PII], so yeah, it looks like we did receive the claim. It was denied. Member was not active at the time of service. It looks like their plan terminated [PII].
[CUSTOMER][POSITIVE] OK perfect thank you so much.
[AGENT][POSITIVE] You're welcome. Have a good day.
[CUSTOMER][NEUTRAL] You too bye.