AccountId: 011433970860
ContactId: 10eeaa41-06fc-45cb-9c9a-45c388715a32
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 175220 ms
Total Talk Time (AGENT): 55042 ms
Total Talk Time (CUSTOMER): 52685 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/21/10eeaa41-06fc-45cb-9c9a-45c388715a32_20250521T19:26_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from provider's office to check on time.
[AGENT][NEUTRAL] OK, I'm happy to check on a claim. Do you have the policy number?
[CUSTOMER][NEUTRAL] Yes the policy number is 01.
[CUSTOMER][NEUTRAL] 63
[CUSTOMER][NEUTRAL] 6020.
[AGENT][NEUTRAL] Name and date of birth?
[CUSTOMER][NEUTRAL] The name is [PII] and the date of birth is [PII].
[AGENT][NEUTRAL] Data service.
[CUSTOMER][NEUTRAL] The date of service is from [PII] with the total amount of $1,564 even.
[AGENT][NEUTRAL] Do you have a claim number?
[CUSTOMER][NEUTRAL] No, we don't have the claim number.
[AGENT][NEUTRAL] Not showing any claims on file.
[CUSTOMER][NEUTRAL] OK. What is the mailing address to submit the claim?
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII] code is [PII].
[CUSTOMER][NEUTRAL] What is the payer ID?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Can you spell that Homa?
[AGENT][NEUTRAL] I'm sorry, what was that?
[CUSTOMER][NEUTRAL] It's, it's PO Box 248.
[AGENT][NEUTRAL] 95, yeah, [PII].
[CUSTOMER][NEUTRAL] Can you repeat that?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Can you spell that city name?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII], right?
[AGENT][NEUTRAL] Uh-huh, which is [PII]
[CUSTOMER][NEUTRAL] Again, right?
[AGENT][NEUTRAL] Yes, [PII].
[CUSTOMER][NEUTRAL] OK. May I know what's your name and the reference number?
[AGENT][NEUTRAL] Call reference is my name with today's date. It's [PII], that's [PII]
[CUSTOMER][POSITIVE] Thank you for calling. Thank you for calling the information. Have a nice day.