AccountId: 011433970860
ContactId: fb0a8e31-c0d7-4819-b6d5-d7e4be789b6a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 79690 ms
Total Talk Time (AGENT): 29820 ms
Total Talk Time (CUSTOMER): 35318 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/10/fb0a8e31-c0d7-4819-b6d5-d7e4be789b6a_20250110T16:38_UTC.wav
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[AGENT][NEUTRAL] Calling APL, my name is [PII]. How may I assist you today?
[CUSTOMER][NEUTRAL] I mean I have a few questions about a claim.
[AGENT][POSITIVE] I'd be happy to assist the claim status. May I have your first name, please?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] And [PII], if I can get a good call back number for you?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] It is.
[CUSTOMER][NEUTRAL] 02545174
[AGENT][NEUTRAL] Patient's name and date of birth.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you for that information and what is the date of service for the claim?
[CUSTOMER][NEUTRAL] Is it [PII] and the bill amount is $109.
[AGENT][NEUTRAL] Thank you for that information. I am showing that the claim was denied because there was no active coverage at the time of service.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Do you have a reference number?
[AGENT][NEUTRAL] Reference is just my name [PII] last initial [PII], and the date and time of the call. Was there anything else I can assist with today?
[CUSTOMER][POSITIVE] Alright, no, ma'am. Thank you.
[AGENT][POSITIVE] Thank you for calling APO have a good day.
[CUSTOMER][POSITIVE] Thank you.