AccountId: 011433970860
ContactId: fe63698c-8ddd-46fb-a0ff-4629600f4d63
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 127639 ms
Total Talk Time (AGENT): 34541 ms
Total Talk Time (CUSTOMER): 48828 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/07/fe63698c-8ddd-46fb-a0ff-4629600f4d63_20250507T20:03_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. Um, I was calling regarding a claim we received a notice that um.
[CUSTOMER][NEUTRAL] I believe it was um requesting more information.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh it was waiting for information to have the claim process.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] You have a good callback number, [PII] and I can help you with that claim status.
[CUSTOMER][NEUTRAL] Uh yes ma'am, it's [PII].
[AGENT][NEUTRAL] OK, thank you. And do you have the policy number for the member?
[CUSTOMER][POSITIVE] Yes ma'am I do.
[CUSTOMER][NEUTRAL] It's uh excuse me, 02556601.
[AGENT][NEUTRAL] Yeah, patient name and date of birth.
[CUSTOMER][NEUTRAL] [PII], uh, [PII].
[AGENT][NEUTRAL] OK, and what was that date of service?
[CUSTOMER][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] Yes
[AGENT][NEUTRAL] Um, so it looks like we were waiting on an eligibility file from benefits and a card cause they send us eligibility, but I show the policy term 2 2325.
[AGENT][NEUTRAL] So right now we don't have it currently active.
[CUSTOMER][NEUTRAL] 22
[CUSTOMER][NEUTRAL] OK, so it's 223 of 25 shows turned.
[AGENT][NEUTRAL] Yes. Uh-huh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, and that's all I needed to know and do I have a reference number for your call?
[AGENT][NEUTRAL] Uh it's just my name, [PII], and today's date.
[CUSTOMER][POSITIVE] OK, thank you [PII] I appreciate your help.
[AGENT][POSITIVE] Thank you for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] You as well bye bye.