AccountId: 011433970860
ContactId: f1d99c23-75f1-49d7-8b80-caf8cdfef97f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 130240 ms
Total Talk Time (AGENT): 60595 ms
Total Talk Time (CUSTOMER): 49041 ms
Interruptions: 0
Overall Sentiment: AGENT=2.3, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/08/f1d99c23-75f1-49d7-8b80-caf8cdfef97f_20250508T16:02_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I help you today?
[CUSTOMER][NEUTRAL] Yes, I'm trying to get the status of the claim.
[AGENT][POSITIVE] OK I'll be glad to help you. Go ahead and give me your name and the member's policy number, please.
[CUSTOMER][NEUTRAL] My name is [PII]. The policy number is 023-09111.
[AGENT][POSITIVE] All right, [PII], thank you so much for that information. Now while I'm pulling this up, go ahead and give me a good return telephone call number, please.
[CUSTOMER][NEUTRAL] OK, that would be [PII].
[CUSTOMER][NEUTRAL] I'm sorry, excuse me, [PII].
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Alrighty, thank you so much, [PII] for all that information. Now your patient's name and date of birth.
[CUSTOMER][NEUTRAL] OK, it's [PII]
[AGENT][NEUTRAL] And date of birth.
[CUSTOMER][NEUTRAL] And the date of birth, [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Well looks like he is a dependent on this hospital indemnity plan, and you did say you want to check status. Is that correct?
[CUSTOMER][NEUTRAL] Yes, and I don't believe this is [PII].
[AGENT][NEUTRAL] Data service.
[AGENT][NEUTRAL] How much is your bill for?
[CUSTOMER][NEUTRAL] $170.01.
[AGENT][NEUTRAL] 7001.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] Yeah, it looks like we do have your claim in-house, but now this uh hospital indemnity plan did terminate here at APL on [PII].
[CUSTOMER][NEUTRAL] [PII], OK.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] And let me see, I think I had another one, but that will fall under the same thing, yeah, because this is a 24 claim. OK, thank you so much for your help.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] Well, yes, ma'am. Is that all I can help you with?
[CUSTOMER][POSITIVE] Have a great day.
[CUSTOMER][POSITIVE] Yes, that's all I needed.
[AGENT][POSITIVE] OK, yes ma'am, thanks [PII] for calling APO. Have a great day.
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] Bye bye.