AccountId: 011433970860
ContactId: cc788330-130a-4e98-aaf4-af8bf70f0b91
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 212479 ms
Total Talk Time (AGENT): 76582 ms
Total Talk Time (CUSTOMER): 71769 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/07/cc788330-130a-4e98-aaf4-af8bf70f0b91_20250107T14:32_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from the provider software to a claim status of in trade.
[AGENT][POSITIVE] I'm good how are you?
[CUSTOMER][POSITIVE] Yes, I'm good thanks for asking.
[AGENT][NEUTRAL] Oh, OK, [PII], can I get a callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you, [PII]. Can I get the policy number?
[CUSTOMER][NEUTRAL] Uh, yes, wait a moment.
[CUSTOMER][NEUTRAL] Yes, the number is 246-035-5.
[AGENT][NEUTRAL] OK, thank you, [PII]. Can you confirm the insured's name and date of birth for me?
[CUSTOMER][NEUTRAL] Yes, um.
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][NEUTRAL] [PII], can you confirm the confirm confirm the insured's name for me?
[CUSTOMER][NEUTRAL] Its American public life.
[AGENT][NEUTRAL] The insured's name, the patient's name?
[CUSTOMER][NEUTRAL] I'm so sorry. Uh, [PII].
[AGENT][NEUTRAL] OK, and you said you're calling to check claim status?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I could definitely take a look. What's that data service and build them out?
[CUSTOMER][NEUTRAL] The data services.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And the bill amount is $500 payment.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, it doesn't look like we have a claim on file.
[CUSTOMER][NEUTRAL] Oh, you don't have the claim on for, right?
[AGENT][NEUTRAL] No, ma'am, would you like to confirm the claim's mailing address?
[CUSTOMER][NEUTRAL] I didn't get you. Could you please repeat that again?
[AGENT][NEUTRAL] Would you like to confirm the claim's billing address?
[CUSTOMER][NEUTRAL] Uh, yes, uh, uh, what is the status for this claim? There is no claim on file?
[AGENT][NEUTRAL] There's no claim on file.
[CUSTOMER][NEUTRAL] OK, could you please provide me the effect on the 100 for this one?
[AGENT][NEUTRAL] They were active [PII] and term [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII] and termed [PII].
[CUSTOMER][POSITIVE] OK. Thank you so much. Could you please provide me the mailing address for this one and as well, uh,
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] The claim's billing address is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, thank you so much. And can you please on the time the following limit for this claim.
[AGENT][NEUTRAL] There's not one.
[CUSTOMER][POSITIVE] I'm so sorry.
[AGENT][NEGATIVE] There's not a timely filing limit.
[CUSTOMER][POSITIVE] OK, thank you so much. And could you please spell out your name for me?
[AGENT][NEUTRAL] [PII] and that's gonna be the call reference number so it'll be my name [PII] with the first initial to my last name [PII] and today's date. Is there anything else I can help you with today?
[CUSTOMER][POSITIVE] Thank you so much, [PII]. Thank you for assisting me. Have a good day.
[AGENT][NEUTRAL] OK well thank you for calling APL and you do the same bye bye.
[CUSTOMER][POSITIVE] Thank you, thank you so much.