AccountId: 011433970860
ContactId: e3e17116-0a07-4e72-a4a3-179cd54a220b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 178110 ms
Total Talk Time (AGENT): 59268 ms
Total Talk Time (CUSTOMER): 45548 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/04/e3e17116-0a07-4e72-a4a3-179cd54a220b_20250404T20:09_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APO. This is So. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, sir, your name?
[AGENT][NEUTRAL] My name is [PII] as well.
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] calling on behalf of product so checking on the claim status.
[AGENT][NEUTRAL] OK, sure, I can assist you with claim status. May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] The patient policy number is.
[CUSTOMER][NEUTRAL] It is 1318316.
[AGENT][NEUTRAL] OK, let me try that one moment.
[AGENT][NEUTRAL] OK, what's the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Patient first name is [PII] and the last name is [PII] and the date of birth is.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] May I have the date of service and the amount of the claim?
[CUSTOMER][NEUTRAL] It's for [PII] and the total charge amount is $637.
[AGENT][NEUTRAL] Yeah thank you. Let me see if I can find this claim.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK let me see.
[AGENT][NEUTRAL] I don't have a claim for [PII]. Now, um, this policy is an old policy that was terminated back in [PII], so I don't know if that's the reason that we have not received them.
[CUSTOMER][NEUTRAL] OK. May I know the policy effective and termination date?
[AGENT][NEUTRAL] Yes, uh, policy effective date was um [PII].
[AGENT][NEUTRAL] And it terminated [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm. OK.
[CUSTOMER][NEUTRAL] Is there any other other active policy for this member?
[AGENT][NEGATIVE] None with us.
[CUSTOMER][NEUTRAL] OK, may I know the uh call reference number for this one, ma'am?
[AGENT][NEUTRAL] We don't have reference numbers so you can use my name in today's date if you will.
[CUSTOMER][POSITIVE] Yeah, thank you for providing the information. Have a great day.
[AGENT][POSITIVE] You as well thank you for calling APL. Bye bye.
[CUSTOMER][NEUTRAL] Bye bye.