AccountId: 011433970860
ContactId: 2c0d3d29-e7b6-47f3-965d-7692270a025e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 119510 ms
Total Talk Time (AGENT): 41842 ms
Total Talk Time (CUSTOMER): 41943 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/23/2c0d3d29-e7b6-47f3-965d-7692270a025e_20250423T16:25_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] My name is [PII] calling from our provider's office checking the status of a claim.
[AGENT][NEUTRAL] OK, [PII], I can help you with claim status. Do you have a good callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And do you have the policy number of the patient?
[CUSTOMER][NEUTRAL] 023.
[CUSTOMER][NEUTRAL] 72298.
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] And you said claim status, is that correct?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] And date of service and build them out.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] I'm not showing a claim on file.
[CUSTOMER][NEUTRAL] OK, were they eligible during this time?
[AGENT][NEUTRAL] Yes, the policy was effective [PII] and it's uh currently active.
[CUSTOMER][NEUTRAL] OK, um, what address would the claim be mailed to?
[AGENT][NEUTRAL] A claim should be mailed to [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] 2,489,500
[CUSTOMER][NEUTRAL] OK, and your name?
[AGENT][NEUTRAL] Uh, my name is [PII]. First initial and last name, [PII].
[CUSTOMER][NEUTRAL] Is there a uh call reference?
[AGENT][NEUTRAL] Uh, just my name and today's date.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Thanks for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] You too.