AccountId: 011433970860
ContactId: cfafbce2-54bd-4d10-a7e8-8b8ab7f7e90d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 243630 ms
Total Talk Time (AGENT): 82800 ms
Total Talk Time (CUSTOMER): 73945 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/02/cfafbce2-54bd-4d10-a7e8-8b8ab7f7e90d_20250402T13:30_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes ma'am, um, I was calling um regarding a claim for a patient.
[AGENT][NEUTRAL] Um, yes, ma'am. I can assist you with claim status. Um, first, could I get your name and a good callback number?
[CUSTOMER][NEUTRAL] Yes ma'am, it is [PII] and it's [PII].
[AGENT][NEUTRAL] OK. Thank you, [PII]. Now, could I get the policy number, please?
[CUSTOMER][POSITIVE] Yes ma'am it is sorry um.
[CUSTOMER][NEUTRAL] I'm sorry, let me get back into that screen.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] It's 025148459.
[AGENT][NEUTRAL] OK. Please repeat that number.
[CUSTOMER][NEUTRAL] 025148459.
[AGENT][NEUTRAL] OK, that's not one of our policy numbers. It's too many digits. Let's see.
[AGENT][NEUTRAL] I could try to look them up by name and date of birth.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] What's the last name?
[CUSTOMER][NEUTRAL] Uh, what about
[AGENT][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Um, it's, um.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK and the first name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And the last name one more time.
[CUSTOMER][NEUTRAL] Um, [PII]
[AGENT][NEUTRAL] OK, and please verify his date of birth.
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] OK. And I have this policy number here.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It is 02518459.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And the date of service and bill charges on the claim, please?
[CUSTOMER][NEUTRAL] Um, data service is [PII], and the bill amount is $456.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK. Yes, ma'am. We received that claim on [PII]. It processed on [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And
[CUSTOMER][POSITIVE] OK perfect.
[AGENT][NEUTRAL] Mhm. And the claim paid out and I have the claim number here.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, it paid out for $387. It was a single check.
[AGENT][NEUTRAL] Um, and the claim number is 3,574,530.
[CUSTOMER][POSITIVE] Perfect thank you so very much for your help.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK. Is there anything else that I can assist you with?
[CUSTOMER][NEUTRAL] No ma'am, that is all. Can I get a call reference number?
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Yes, ma'am. So the reference number, you can use my name and today's date. My name is [PII], um it's spelled [PII] Last initial is [PII], and today's date.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] OK, thank you, [PII], for calling APL. Have a great day. Mm bye.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you.