AccountId: 011433970860
ContactId: 094b2b57-bb5e-4965-a39e-6bd51bdb50ce
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 147960 ms
Total Talk Time (AGENT): 55989 ms
Total Talk Time (CUSTOMER): 38009 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/11/094b2b57-bb5e-4965-a39e-6bd51bdb50ce_20250211T18:21_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good morning, [PII]. I was uh calling to check on claim status for a patient, please.
[AGENT][POSITIVE] All right. I'm happy to check on claim status for you today. May I have the patient's policy number?
[CUSTOMER][NEUTRAL] Um, I believe that is 726-599.
[AGENT][NEUTRAL] 599. OK, let me pull this up and if I could grab your first name?
[CUSTOMER][NEUTRAL] My first name is [PII]
[AGENT][NEUTRAL] Thank you, [PII]. And then what is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] All right, thank you. And then date of service?
[CUSTOMER][NEUTRAL] I'm looking for [PII].
[CUSTOMER][NEUTRAL] Of 24 total charge is 161.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] What we got
[AGENT][NEUTRAL] All right, [PII], I'm not showing any claims on file for that date of service.
[CUSTOMER][NEUTRAL] Um, can you tell me, is your [PII]?
[AGENT][NEGATIVE] No, that's actually incorrect. Let me give you the correct mailing address.
[CUSTOMER][NEUTRAL] OK, what is that?
[AGENT][NEUTRAL] Claims mailing address is gonna be [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And that's in [PII].
[AGENT][NEUTRAL] And the zip code is [PII].
[CUSTOMER][NEUTRAL] Perfect. OK, I will correct that on my end and I'll get that claim resent.
[AGENT][POSITIVE] Sounds good, [PII]. Thanks for calling APL.
[CUSTOMER][POSITIVE] Thank you for still answering your calls in America.
[AGENT][POSITIVE] Have a good one.
[CUSTOMER][POSITIVE] Thanks, bye-bye.