AccountId: 011433970860
ContactId: 1781b37b-610c-43be-80d4-8355a3f999d2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 120120 ms
Total Talk Time (AGENT): 45095 ms
Total Talk Time (CUSTOMER): 43793 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/24/1781b37b-610c-43be-80d4-8355a3f999d2_20250124T17:48_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from Baptist Outpatient Services to check the status of a claim.
[AGENT][POSITIVE] All right, [PII], I'm happy to check on a claim for you today. Can I get the patient's policy number?
[CUSTOMER][NEUTRAL] Sure, it is 01751189.
[AGENT][NEUTRAL] All right. Let me pull that up here.
[AGENT][NEUTRAL] And do you have a good callback number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you so much.
[AGENT][NEUTRAL] What is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thanks [PII], and then what's the date of service?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And do we have to build them out?
[CUSTOMER][NEUTRAL] Uh, $6,638.
[AGENT][NEUTRAL] All right, thanks. Let me take a look here one moment.
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Not showing any claims on file data service 12924.
[CUSTOMER][NEUTRAL] OK. Can I fax it over?
[AGENT][POSITIVE] Yeah, absolutely. Do you need the fax number?
[CUSTOMER][NEUTRAL] Is it the [PII]?
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Alright [PII] call reference number?
[AGENT][NEUTRAL] It's going to be my name with my last initial and then today's date. The last initial to my name is [PII].
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][POSITIVE] All right, sir. Thank you.
[AGENT][POSITIVE] You're welcome. Have a good one.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye bye.