AccountId: 011433970860
ContactId: e35cc13a-46bc-4593-91f0-e334684f65b5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 186139 ms
Total Talk Time (AGENT): 66626 ms
Total Talk Time (CUSTOMER): 60865 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/26/e35cc13a-46bc-4593-91f0-e334684f65b5_20250326T17:53_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'm sorry, I missed your name?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK, [PII], this is [PII] calling from the agent's office on Gardner management.
[CUSTOMER][NEUTRAL] Wanna see if you have a claim on file? The member, what do you want on the member?
[AGENT][NEUTRAL] Um, first, if you don't mind, [PII], can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And then uh do you have the policy number?
[CUSTOMER][NEUTRAL] I have the group number 19955.
[CUSTOMER][NEUTRAL] Uh, I don't think I have an ID number.
[AGENT][NEUTRAL] Oh, that's OK. What was the member's name?
[CUSTOMER][NEUTRAL] I'm looking.
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] Uh, she, [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, give me just a moment, let me try to find her in the group.
[CUSTOMER][NEUTRAL] And the
[CUSTOMER][NEUTRAL] My date of birth is [PII] if that helps.
[AGENT][NEUTRAL] Via, let's see.
[AGENT][NEUTRAL] Could you repeat that date of birth for me? I apologize.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, got it, thank you. OK, um, what was the uh date of service for this claim, please?
[CUSTOMER][NEUTRAL] [PII] of [PII] there's 21 for 500, 1 for 620.
[AGENT][NEUTRAL] OK, alright, one moment.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Got it. OK.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, um, let's see, I'm not showing that we've received any claims uh for that that date of service.
[CUSTOMER][NEUTRAL] OK, no claims on file yet. Is there a timely filing because the doctor's office failed to file it? They said they were gonna file it the other day, [PII].
[AGENT][POSITIVE] Correct.
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] Yeah, there's no timely filing limit, um, and I can give you that correct policy number that was active at that time of service.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Hang on, [PII]. OK, what are you giving me?
[AGENT][NEUTRAL] The policy number that was active during that date of service?
[CUSTOMER][NEUTRAL] OK, what is it?
[AGENT][NEUTRAL] That is 0251.
[AGENT][NEUTRAL] 1991.
[CUSTOMER][POSITIVE] OK perfect thank you.
[AGENT][NEUTRAL] Yeah, was there anything else I could help you with?
[CUSTOMER][POSITIVE] No, I'm good thanks.
[AGENT][POSITIVE] Alright, thanks for calling APL have a great day.
[CUSTOMER][NEUTRAL] OK bye bye.
[AGENT][NEUTRAL] Bye bye.