AccountId: 011433970860
ContactId: d14c849c-55bc-4450-99fc-bf4ccab50a3f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 126959 ms
Total Talk Time (AGENT): 39692 ms
Total Talk Time (CUSTOMER): 41559 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/28/d14c849c-55bc-4450-99fc-bf4ccab50a3f_20250128T20:55_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Uh, yes, now I need to check claim status on a claim. I think I'm in the right area for a medical claim.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] May I ask who's calling?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And do you have a phone number I can get in case we get disconnected I can call you back?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, 02292666.
[AGENT][NEUTRAL] Thank you, hold on one moment please.
[AGENT][NEUTRAL] And what's the patient's name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And her date of birth?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] Thank you, [PII], and you are needing claim status?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I can look that up for you. What date of service?
[CUSTOMER][NEUTRAL] Uh, data services [PII].
[AGENT][NEUTRAL] You said [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] I do not have a claim for that data service.
[CUSTOMER][NEUTRAL] OK, so no claim.
[AGENT][NEUTRAL] No, ma'am.
[CUSTOMER][NEUTRAL] Alright, and is the claim address, uh, [PII]?
[AGENT][POSITIVE] Yes, ma'am, that's correct.
[CUSTOMER][NEUTRAL] Alright, I'll get that sent back out.
[AGENT][NEUTRAL] OK. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] Uh no that's all.
[AGENT][POSITIVE] Thank you, [PII], for calling APL. You have a good afternoon.
[CUSTOMER][POSITIVE] Uh huh thank you.
[AGENT][POSITIVE] Thank you, bye bye.