AccountId: 011433970860
ContactId: 00fc5781-106f-401d-b4a9-bdd5b3fa4dca
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 106260 ms
Total Talk Time (AGENT): 42172 ms
Total Talk Time (CUSTOMER): 40373 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/20/00fc5781-106f-401d-b4a9-bdd5b3fa4dca_20250520T19:01_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, yes ma'am, I'm trying to check on a patient's claim status.
[AGENT][POSITIVE] All right, I'm happy to check on a claim. Do we have a policy number?
[CUSTOMER][NEUTRAL] Um, yes, the number is 607-703.
[AGENT][NEUTRAL] All right. Let me pull that up. And then for documentation, can I grab your first name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you, [PII].
[AGENT][NEUTRAL] What is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Um, it's for [PII], and it's [PII].
[AGENT][POSITIVE] Alright, thank you so much and then what is the date of service?
[CUSTOMER][NEUTRAL] [PII], I'm sorry, you said date of birth or date of service?
[AGENT][NEUTRAL] Data service.
[CUSTOMER][NEUTRAL] Um, it's for.
[CUSTOMER][NEUTRAL] Uh [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] So there's no coverage on that one. What about that other one?
[AGENT][NEUTRAL] Not showing any claims on file for [PII] for [PII].
[CUSTOMER][NEUTRAL] OK, um, do you have [PII] on file?
[AGENT][NEUTRAL] No, I don't see any claims for [PII] for her.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK alrighty thank you.
[AGENT][POSITIVE] You're welcome. Have a good day, [PII].
[CUSTOMER][NEUTRAL] Alright you too bye.
[AGENT][NEUTRAL] Bye bye.