AccountId: 011433970860
ContactId: 16eeaa7a-fed6-4cec-a0c1-3777706263dd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 163419 ms
Total Talk Time (AGENT): 64842 ms
Total Talk Time (CUSTOMER): 44741 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/09/16eeaa7a-fed6-4cec-a0c1-3777706263dd_20250509T16:05_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, I just need to um verify if you all received a claim from us.
[AGENT][NEUTRAL] OK, sure. I can assist you with claims. May I have your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And Miss [PII], may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And may I have the name of the facility you're calling from from my notes?
[CUSTOMER][NEUTRAL] Uh, Brownsville Surgery Center.
[AGENT][NEUTRAL] OK, thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Um, that's 186-878-2.
[AGENT][NEUTRAL] OK. May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][POSITIVE] OK, perfect. Thank you.
[AGENT][NEUTRAL] And may I have the date of service and the amount of the claim?
[CUSTOMER][NEUTRAL] Um, it is [PII], and it is, uh, $14,458 evenly.
[AGENT][NEUTRAL] OK. Let me see if I have it. And that was [PII], correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] It's gonna be one more minute. I'm waiting on the system.
[AGENT][NEUTRAL] Mm. No, I don't see that claim on file and there's nothing pending to be processed, so it's not here yet.
[CUSTOMER][NEUTRAL] OK, that's just what I needed to confirm. Do you have a reference number for the call?
[AGENT][NEUTRAL] We don't have reference numbers, but you can use my name and today state if you would like. Do you need the spelling of my name or any other information?
[CUSTOMER][NEUTRAL] Uh, just the spelling.
[AGENT][NEUTRAL] Sure, that's [PII].
[CUSTOMER][POSITIVE] OK, thank you so much for your help.
[AGENT][POSITIVE] You're welcome and thank you for calling APO. You have a good day, Ms. [PII].
[CUSTOMER][NEUTRAL] You too. Mhm.
[AGENT][POSITIVE] Thank you. Bye-bye.