AccountId: 011433970860
ContactId: f9d38981-b15b-4a14-837c-51b50a7c299e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 119760 ms
Total Talk Time (AGENT): 46802 ms
Total Talk Time (CUSTOMER): 30776 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/15/f9d38981-b15b-4a14-837c-51b50a7c299e_20250515T16:12_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII] [PII], how you doing?
[AGENT][POSITIVE] Good. How are you?
[CUSTOMER][POSITIVE] Doing great, doing great just calling to check um on a claim for one of our customers.
[AGENT][POSITIVE] All right, I'm happy to check on a claim for you. What is the policy number?
[CUSTOMER][NEUTRAL] Policy number is 2579047.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] And if I could just get insured's name and date of birth.
[CUSTOMER][NEUTRAL] It is Mr. [PII] and it's [PII].
[AGENT][NEUTRAL] Thank you. Do we have a claim number, date of service?
[CUSTOMER][NEUTRAL] Um, claim number is 360-1442.
[AGENT][NEUTRAL] Alright, let me pull this up and see what we have here.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So it looks like the claim is under medical review at this time. No decision has been made on it. It looks like it's still just in a pending status.
[CUSTOMER][NEUTRAL] OK, OK, so it's being looked at and they have not made their determination yet.
[AGENT][NEUTRAL] Yeah. No, yeah, it looks like they have the doctor reviewing it and uh so yeah, just maybe.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Give it a couple more days, hopefully.
[CUSTOMER][POSITIVE] Alright, I will circle back. I appreciate your help.
[AGENT][POSITIVE] Yeah, not a problem. Have a good day.
[CUSTOMER][POSITIVE] Thank you take care bye bye.
[AGENT][NEUTRAL] Bye bye.