AccountId: 011433970860
ContactId: fbc3f759-fe69-4042-ba36-7ad6458b2a6d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 85620 ms
Total Talk Time (AGENT): 25962 ms
Total Talk Time (CUSTOMER): 42858 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/08/fbc3f759-fe69-4042-ba36-7ad6458b2a6d_20250108T21:31_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling to check and see if a claim was paid.
[AGENT][NEUTRAL] Sure, [PII], I can assist you with that. Can I have your call back number and the policy number?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And the policy number is 01727768.
[AGENT][NEUTRAL] Can you verify that patient's name and date of birth?
[CUSTOMER][NEUTRAL] Uh, patient is [PII] [PII] I'm sorry [PII].
[AGENT][NEUTRAL] And what is the data service that you're inquiring claim status for?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] I'm not showing the claim on file for [PII].
[CUSTOMER][NEUTRAL] OK, I'll be able to get it refiled to you then do we sell time to do that correct?
[AGENT][NEGATIVE] Yeah, there's no timely filing.
[CUSTOMER][NEUTRAL] Oh, OK, all right, [PII].
[AGENT][NEUTRAL] And what was your name?
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Yep.
[AGENT][NEUTRAL] Is there anything else that I can assist you with today?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, no, because I thought we had gotten paid on her visit in December and that other one wasn't paid, so that's why I called, but we'll get it refiled.
[AGENT][POSITIVE] Alright, well thanks for calling APL and have a great day.
[CUSTOMER][POSITIVE] OK thanks.
[CUSTOMER][NEUTRAL] You too.