AccountId: 011433970860
ContactId: 0fdcca85-b664-482d-8c1b-6c6c96702e1b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 79519 ms
Total Talk Time (AGENT): 23737 ms
Total Talk Time (CUSTOMER): 30511 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/30/0fdcca85-b664-482d-8c1b-6c6c96702e1b_20250130T18:39_UTC.wav
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[AGENT][NEUTRAL] For calling APL, my name is [PII]. How may I assist you today?
[CUSTOMER][NEUTRAL] Hi, I just wanted to see if you guys received the claim for a patient and if it was paid or not.
[AGENT][POSITIVE] I'd be happy to assist with the claim. May I have your first name, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] I'm sorry, repeat that for me.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] And [PII], if I can get a good call back number for you?
[CUSTOMER][NEUTRAL] Sure it's [PII].
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] It is 02475819.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] It is [PII] and his birthday.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for that information and what is the date of service?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] I'm not sure we have a claim on file for that data service.
[CUSTOMER][NEUTRAL] OK, I guess I will resubmit it.
[CUSTOMER][POSITIVE] Alright thank you.
[AGENT][NEUTRAL] Was there anything else I could assist with today?
[CUSTOMER][POSITIVE] No, that'll be all thank you.
[AGENT][POSITIVE] OK, thank you for calling APO you have a good day.
[CUSTOMER][NEUTRAL] You too