AccountId: 011433970860
ContactId: cd0bb249-81ad-45db-a7de-612fcc7f3792
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 194940 ms
Total Talk Time (AGENT): 68457 ms
Total Talk Time (CUSTOMER): 59541 ms
Interruptions: 1
Overall Sentiment: AGENT=1.2, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/13/cd0bb249-81ad-45db-a7de-612fcc7f3792_20250113T18:28_UTC.wav
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[AGENT][NEUTRAL] Afternoon. Thank you for calling ATL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes, I'd like to discuss a claim for a patient, please.
[AGENT][NEUTRAL] OK, sure, I can assist you with claims. May I have your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And may I have a callback number just in case we get disconnected Ms. [PII].
[CUSTOMER][NEUTRAL] Direct number is [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Yes, we have 11489993.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] OK. Thank you. Do you have the claim number or you have just the date of service?
[CUSTOMER][NEUTRAL] I do have a claim number 3502307.
[AGENT][NEUTRAL] OK. Let me pull the image on that claim. One moment.
[AGENT][NEUTRAL] OK, how may I assist you with this claim?
[CUSTOMER][NEUTRAL] Yes, I'm showing that the claim was denied as the expenses incurred after the policy had already turned.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, I was hoping to just get the date, the policy terms, so I can document my end.
[AGENT][NEUTRAL] OK, sure, yes. Um, the policy was effective from [PII] and it terminated on [PII].
[CUSTOMER][NEUTRAL] 04 OK.
[CUSTOMER][NEUTRAL] So you said 12 1 19 through 11 [PII].
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] There was no other active policies after that.
[AGENT][NEUTRAL] There's no other policies after this one, right, mhm.
[CUSTOMER][NEUTRAL] 11 [PII] date. OK.
[CUSTOMER][POSITIVE] All right, perfect. Could I just get your name, please?
[AGENT][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] for you.
[CUSTOMER][NEUTRAL] That was all just a call reference number, please.
[AGENT][NEUTRAL] We don't have reference numbers. You can use my name into the state.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right then, [PII], thank you for your time. You have a good day now.
[AGENT][POSITIVE] You're welcome. You as well, Mr. [PII], and thank you for calling APL. Bye-bye.
[CUSTOMER][POSITIVE] Thank you bye bye.
[AGENT][POSITIVE] You're welcome. Bye.