AccountId: 011433970860
ContactId: 133fd5d2-1075-46ca-9ce2-248298ee4b84
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 97239 ms
Total Talk Time (AGENT): 34240 ms
Total Talk Time (CUSTOMER): 38310 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=-0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/07/133fd5d2-1075-46ca-9ce2-248298ee4b84_20250407T20:36_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, I am calling to um see if a claim was received and if it's processing.
[AGENT][NEUTRAL] OK, I can get you claim status. Can I please get your name and your callback number?
[CUSTOMER][NEUTRAL] Yes, it's um [PII] and my callback number is [PII].
[AGENT][NEUTRAL] Thank you, Ms. [PII]. And what's the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Patient's name is [PII].
[CUSTOMER][NEUTRAL] Date of birth is [PII] and her policy number is 2,371,130.
[AGENT][NEUTRAL] OK, let me look that up real quick.
[AGENT][NEUTRAL] Alright, and then what is the data service and the charge amount?
[CUSTOMER][NEUTRAL] Data service is 13025 and the charge amount is $168.
[AGENT][NEUTRAL] OK and then can you please give me the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] It's Prisma Health Medical Group.
[AGENT][NEUTRAL] Prisma Health. OK.
[CUSTOMER][NEUTRAL] University Medical Group, I'm sorry.
[AGENT][POSITIVE] OK, thank you very much. I'm gonna put you on a quick hold Miss [PII], while I look up this claim for us and I will be right back.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you, ma'am.
[CUSTOMER][NEGATIVE] You are on hold.