AccountId: 011433970860
ContactId: 047385b4-537c-4a5c-9b5e-e0a519e6e0a8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 180220 ms
Total Talk Time (AGENT): 78780 ms
Total Talk Time (CUSTOMER): 74952 ms
Interruptions: 0
Overall Sentiment: AGENT=2.4, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/10/047385b4-537c-4a5c-9b5e-e0a519e6e0a8_20250210T14:15_UTC.wav
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[AGENT][POSITIVE] Good Morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII] calling from provider office to check on the claim status.
[AGENT][NEUTRAL] Hi, [PII], again.
[AGENT][NEUTRAL] What is the callback number?
[CUSTOMER][NEUTRAL] The callback number.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, and I can help you with that claim status. What is the policy number? Go ahead, I'm sorry.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] If
[CUSTOMER][NEUTRAL] Uh, policy ID is 01986269.
[AGENT][NEUTRAL] For [PII] that we just spoke about.
[CUSTOMER][NEUTRAL] Sorry?
[AGENT][NEUTRAL] Is it for the same patient we just spoke about?
[CUSTOMER][NEUTRAL] Yes, yes, yes, [PII].
[CUSTOMER][NEUTRAL] Actually, I forget uh claim number, to ask claim number and call reference number, so that's why I called you.
[AGENT][NEUTRAL] All right, I can help you with that. The claim number Gia is 3, and that's for data service of 53024 for $2000. The claim number is 347-0871.
[CUSTOMER][NEUTRAL] OK. And may I know the process date, [PII]?
[AGENT][NEUTRAL] Yes, that process date is.
[CUSTOMER][NEUTRAL] Because you
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII], right?
[AGENT][POSITIVE] Yes, ma'am. That's correct.
[CUSTOMER][NEUTRAL] OK. And callback number for this?
[AGENT][NEUTRAL] Uh, the call reference number?
[AGENT][NEUTRAL] You need the call reference number?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] The call reference number is my name and today's date.
[CUSTOMER][POSITIVE] OK, OK, thank you so much.
[AGENT][NEUTRAL] Yeah
[AGENT][POSITIVE] My pleasure. Did you need me to spell my name [PII]?
[CUSTOMER][NEUTRAL] Sorry?
[AGENT][NEUTRAL] Did you need me to spell my name?
[CUSTOMER][NEUTRAL] Yes. Could you spell that?
[AGENT][NEUTRAL] OK. Sure. It's [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII],
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII], that's right.
[AGENT][POSITIVE] That is correct.
[CUSTOMER][POSITIVE] OK, thank you. Thank you so much.
[AGENT][POSITIVE] My pleasure, [PII]. I'm glad I answered the phone.
[CUSTOMER][NEUTRAL] Hm.
[AGENT][POSITIVE] It was good to talk to you again. Need anything else I can help you with?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEGATIVE] No, no, no.
[AGENT][POSITIVE] Well, thank you for calling APL. You have a wonderful day.
[CUSTOMER][POSITIVE] Mm thank you. Stay safe. Yes, stay safe. Bye. Mm.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] You too. Bye-bye.
[CUSTOMER][NEUTRAL] Bye-bye.