AccountId: 011433970860
ContactId: e796a7ec-f0fc-44e0-bed5-8603af46d8c3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 129949 ms
Total Talk Time (AGENT): 43052 ms
Total Talk Time (CUSTOMER): 30298 ms
Interruptions: 2
Overall Sentiment: AGENT=1.3, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/24/e796a7ec-f0fc-44e0-bed5-8603af46d8c3_20250424T13:09_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] I'm trying to check the status of the claim, please.
[AGENT][NEUTRAL] OK, I can help you um what's your name?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] [PII], what's the policy number, [PII]?
[CUSTOMER][NEUTRAL] It is.
[CUSTOMER][NEUTRAL] 02316266.
[AGENT][POSITIVE] And a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And what is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], date of birth [PII].
[AGENT][NEUTRAL] Thank you for verifying that information, [PII], and we're checking claim status for what date?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the amount?
[CUSTOMER][NEUTRAL] Uh, 211.
[AGENT][NEUTRAL] 2:11? OK.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Alright, I'm showing a benefit of $207 was issued on the [PII]. Um, the claim number is 358.
[AGENT][NEUTRAL] 2903.
[CUSTOMER][NEUTRAL] Was it a paper check?
[AGENT][NEUTRAL] It's an individual check yes.
[AGENT][NEUTRAL] Two check numbers check number is 2039955.
[CUSTOMER][NEUTRAL] OK, we may just not have got again.
[AGENT][POSITIVE] Any other questions on? Oh, you're welcome, [PII]. Thanks for calling AP. Have a good day as well. Bye-bye.
[CUSTOMER][POSITIVE] OK, thank you so much. Have a good day. No, ma'am. Have a good day. Thank you, bye bye.