AccountId: 011433970860
ContactId: 11b02903-3d19-4f36-ab7c-650d2b2d4777
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 112199 ms
Total Talk Time (AGENT): 37848 ms
Total Talk Time (CUSTOMER): 58314 ms
Interruptions: 2
Overall Sentiment: AGENT=2, CUSTOMER=-0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/14/11b02903-3d19-4f36-ab7c-650d2b2d4777_20250114T15:57_UTC.wav
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[AGENT][NEUTRAL] For calling APL, my name is [PII]. How may I assist you today?
[CUSTOMER][NEGATIVE] He attacks you
[CUSTOMER][NEUTRAL] My name is [PII] calling from the provider's office checking the status of a claim.
[AGENT][POSITIVE] I'd be happy to assist with claim status today, [PII], if I can get a good call back number for you.
[CUSTOMER][NEUTRAL] [PII]. How? How do you keep going? How do you keep doing it? It's because I realize my identity is not caught up in what I've gone through.
[AGENT][NEUTRAL] And what is the
[AGENT][NEUTRAL] I'm sorry.
[AGENT][NEUTRAL] I'm sorry, I, I hear a sermon in the background. I'm sorry.
[AGENT][NEUTRAL] Thank you, um, OK, and what is the policy number?
[CUSTOMER][NEUTRAL] 02521747
[AGENT][NEUTRAL] Patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] Thank you for that information, and the date of service for the claim.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and what is your tax ID?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, I'm not sure we've received a claim for that data service.
[CUSTOMER][NEUTRAL] OK, let's see.
[CUSTOMER][NEUTRAL] Is the [PII]?
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] OK, do you have a call reference?
[AGENT][NEUTRAL] Reference is just my name [PII] last initial [PII], and the date and time of the call. Was there anything else I can assist with today?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] No, thank you.
[AGENT][POSITIVE] Thank you for calling APO have a good day.
[CUSTOMER][NEUTRAL] You too.