AccountId: 011433970860
ContactId: 0b38a440-0020-4394-8b9a-606fbf23bdf9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 143580 ms
Total Talk Time (AGENT): 66140 ms
Total Talk Time (CUSTOMER): 37787 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/21/0b38a440-0020-4394-8b9a-606fbf23bdf9_20250421T13:13_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII]. I'm calling from a provider's office. I'm trying to get claim status.
[AGENT][NEUTRAL] Alright, claim status, and what is the policy number on the patient?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] It is 994-466.
[AGENT][NEUTRAL] Alright, allow me just a second I'll pull up the policy.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] And what is the name of the patient?
[CUSTOMER][NEUTRAL] [PII] 226 2001.
[AGENT][POSITIVE] All right, thank you very much for confirming with me and um I will go ahead and transfer you to the claims department for the policy, and they will go ahead and assist you first, all right?
[CUSTOMER][POSITIVE] No problem thank you.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][POSITIVE] Thanks for calling APL. This is [PII]. How may I assist you?
[AGENT][NEUTRAL] Good morning, [PII]. This is [PII] in customer service. I have [PII] with the provider's office with policy number 994466.
[AGENT][NEUTRAL] Requesting um claim status on [PII] and she already verified the date of birth for the patient.
[CUSTOMER][NEUTRAL] For for who?
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII], it's participant.
[CUSTOMER][NEUTRAL] What's the policy number again, [PII]?
[AGENT][NEUTRAL] Um, 994-466.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] And [PII] is on the.
[CUSTOMER][NEUTRAL] OK, for participation.
[AGENT][NEUTRAL] Yes, [PII] is on the line.
[CUSTOMER][NEUTRAL] Did she give a data service? If not, you can just transfer her.
[AGENT][NEUTRAL] Mm, no, I just um verified the name and date of birth. We're um we're customer service. Mhm.
[CUSTOMER][POSITIVE] All right, thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Hello, [PII]?