AccountId: 011433970860
ContactId: 29c1b810-0ab1-4207-9ad5-bf4a12b2cf87
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 42049 ms
Total Talk Time (AGENT): 13417 ms
Total Talk Time (CUSTOMER): 20258 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/18/29c1b810-0ab1-4207-9ad5-bf4a12b2cf87_20250218T20:53_UTC.wav
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[AGENT][NEUTRAL] Contacting HTL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yeah, hi, this is [PII] calling from the provider's office checking on a claim status.
[AGENT][POSITIVE] Thank you, I can help with the claim status. What is?
[CUSTOMER][NEUTRAL] OK. Uh
[CUSTOMER][POSITIVE] Yeah, actually for this month I just want the patients like today that's it.
[AGENT][NEUTRAL] Effectively, yes, I can help with that. What is the policy number, please?
[CUSTOMER][NEUTRAL] Yeah, it's 020.
[CUSTOMER][NEUTRAL] 27774. M as in Mary, L as in Lima, and number 8.
[AGENT][NEUTRAL] Thank you and the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] Can you repeat that once again?
[AGENT][NEUTRAL] The patient's name and date of birth, please?