AccountId: 011433970860
ContactId: e3259f0f-6eb3-4915-8eb1-7d4a40bf1759
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 98980 ms
Total Talk Time (AGENT): 34931 ms
Total Talk Time (CUSTOMER): 35830 ms
Interruptions: 0
Overall Sentiment: AGENT=2.4, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/13/e3259f0f-6eb3-4915-8eb1-7d4a40bf1759_20250313T18:10_UTC.wav
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[AGENT][POSITIVE] Thank you for calling ATL. My name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Hi [PII], I was calling um to check on the uh status of the claim.
[AGENT][POSITIVE] I'll be happy to assist with claim status. May I have your first name, please?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] And [PII], if I can get a good call back number for you?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Oh, and what is the policy number?
[CUSTOMER][NEUTRAL] 02363729
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], date of birth is [PII].
[AGENT][NEUTRAL] Data service for the claim?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the tax ID.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you for that information.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, looks as though they were not active on that data service.
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Do you know when the policy termed?
[AGENT][NEUTRAL] Um, last.
[AGENT][NEUTRAL] Active data coverage was [PII].
[CUSTOMER][NEUTRAL] OK, and can I have a call reference number?
[AGENT][NEUTRAL] Reference is just my name [PII] last initial [PII], and the date and time of the call. Was there anything else I could assist with today?
[CUSTOMER][POSITIVE] That was it thank you.
[AGENT][POSITIVE] Thank you for calling APO you have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.