AccountId: 011433970860
ContactId: 2194a69b-224a-4d84-b1cd-35bdae6e6583
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 84930 ms
Total Talk Time (AGENT): 29664 ms
Total Talk Time (CUSTOMER): 35328 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/17/2194a69b-224a-4d84-b1cd-35bdae6e6583_20250617T19:05_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII] and I'm calling from Prisma Health. How are you?
[AGENT][POSITIVE] Good, how are you?
[CUSTOMER][POSITIVE] I'm good, thank you. Could you help me with claim status?
[AGENT][NEUTRAL] Uh, yes, I can help with claim status, [PII]. Do you have a good callback number?
[CUSTOMER][NEUTRAL] My direct line is [PII].
[AGENT][NEUTRAL] OK, thank you. And policy number for that patient?
[CUSTOMER][NEUTRAL] 01486928 and it is for [PII].
[AGENT][NEUTRAL] And date of birth?
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][NEUTRAL] And the date of service?
[CUSTOMER][NEUTRAL] [PII] builded amount of $238.
[AGENT][NEUTRAL] Uh, it looks like we don't have a claim on file. Can you resubmit?
[CUSTOMER][NEUTRAL] I can. Do you have an option to fax it to you?
[AGENT][NEUTRAL] Yes, our fax number is [PII].
[CUSTOMER][NEUTRAL] And what's the reference for our call?
[AGENT][NEUTRAL] It's my name is [PII], first initial to last name, [PII], and today's date. And anything else I can help with today?
[CUSTOMER][POSITIVE] That's it. You have a good day. Thank you so much.
[AGENT][POSITIVE] Thanks for calling APL you as well bye bye.