AccountId: 011433970860
ContactId: 131414dc-b518-4dc5-806c-9bebce95f973
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 98779 ms
Total Talk Time (AGENT): 27469 ms
Total Talk Time (CUSTOMER): 37601 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/23/131414dc-b518-4dc5-806c-9bebce95f973_20250623T19:48_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII], and I need to find out if uh my hospital did my, did.
[CUSTOMER][NEUTRAL] Went through my APL.
[AGENT][NEUTRAL] OK. Do you have your policy number, [PII]?
[CUSTOMER][NEUTRAL] Yeah, uh 01457188.
[AGENT][NEUTRAL] And can you verify your date of birth for me?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And then what is your address and email address?
[CUSTOMER][NEUTRAL] [PII]. My email is [PII].
[AGENT][POSITIVE] OK, thank you so much. Lastly I just need a good call back in case we're disconnected.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thanks. And is that a claim for yourself or?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And do you know what date of service it was?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Of this year.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Uh, don't show anything on file for that date.
[CUSTOMER][NEUTRAL] OK, well, I'll give him a call and see what's going on because I gave him my APL.
[AGENT][NEUTRAL] OK, is there anything else I can help with today?
[CUSTOMER][NEUTRAL] Not today thank you.
[AGENT][POSITIVE] OK, thanks for calling APL. Have a good afternoon.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thanks.