AccountId: 011433970860
ContactId: e97596df-f8b0-4116-b575-ff7ab123cbb9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 102309 ms
Total Talk Time (AGENT): 33198 ms
Total Talk Time (CUSTOMER): 36910 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/20/e97596df-f8b0-4116-b575-ff7ab123cbb9_20250520T19:30_UTC.wav
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[AGENT][NEUTRAL] APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Uh yes, I was calling to get um claim status.
[AGENT][POSITIVE] I'd be happy to assist with claim status. May I have your first name please?
[CUSTOMER][NEUTRAL] Um, it's [PII].
[AGENT][POSITIVE] And [PII], if I can get a good call back number for you.
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] Uh, policy number is 01536686ML.
[AGENT][NEUTRAL] Patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII], your [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] And what is the date of service for the claim?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you for that information and your tax ID.
[CUSTOMER][NEUTRAL] Um, it is [PII].
[AGENT][NEUTRAL] Alright, I do show the um claim was it not because there was no active coverage at the time of service.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] When, what was their um term date?
[AGENT][NEUTRAL] Policy was effective between [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh right.
[AGENT][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Um, oh, is there a claim number or anything or?
[AGENT][NEUTRAL] Um, claim number is 3573838.
[CUSTOMER][NEUTRAL] Really.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, well, thank you.
[AGENT][POSITIVE] Thank you for calling APO you have a good day.