AccountId: 011433970860
ContactId: 1a62744a-07a8-49f8-b1a2-0c47a922eece
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 158169 ms
Total Talk Time (AGENT): 50680 ms
Total Talk Time (CUSTOMER): 47477 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/25/1a62744a-07a8-49f8-b1a2-0c47a922eece_20250425T15:56_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon. I need to check on a claim, please.
[AGENT][NEUTRAL] Happy to check a claim. What's the patient's policy number?
[CUSTOMER][NEUTRAL] 02419343.
[AGENT][POSITIVE] Thank you. And if I can grab your first name and a callback number, please?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And then what's the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Patient is [PII].
[AGENT][NEUTRAL] Thank you. Date of birth?
[CUSTOMER][NEUTRAL] Date of birth is
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And data service.
[CUSTOMER][NEUTRAL] Data service is [PII].
[CUSTOMER][NEUTRAL] $200296.
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] All right, so I'm not showing any claims on file for [PII].
[CUSTOMER][NEUTRAL] [PII] find that on file. Let me double check the address that we have here for you guys. One second. Do you have a fax number or no?
[AGENT][POSITIVE] Yes, we do. I can give you the facts.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Uh, that's gonna be 877.
[AGENT][NEUTRAL] 365.
[AGENT][NEUTRAL] 942 3.
[CUSTOMER][POSITIVE] All righty. Great. Thank you so much. Do I get a reference number for the call?
[AGENT][NEUTRAL] Yeah, absolutely. Call reference is going to be my name with my last initial, then today's date. My name again is [PII], that's [PII] Last initial [PII], and then today's date.
[CUSTOMER][POSITIVE] OK, great. Thank you so much. You have a great day.
[AGENT][POSITIVE] You're welcome. Bye bye.
[CUSTOMER][NEUTRAL] Bye.