AccountId: 011433970860
ContactId: 2d2a8f12-7b2a-4786-80f4-615f2b982e09
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 112080 ms
Total Talk Time (AGENT): 50009 ms
Total Talk Time (CUSTOMER): 38527 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/17/2d2a8f12-7b2a-4786-80f4-615f2b982e09_20250117T15:36_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, yes, my name is [PII]. I'm calling from Baptist Outpatient Services to check the status of a claim.
[AGENT][NEUTRAL] OK, yeah, I can check on a claim for you. I'm sorry, did you say your name was [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and then do you have the policy number?
[CUSTOMER][NEUTRAL] 01611751 ML 7.
[AGENT][NEUTRAL] All right. Thank you. And what was the name and date of birth for the insured?
[CUSTOMER][NEGATIVE] Um, [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Alright, thank you for verifying that [PII]. uh, what was the date of service for this claim?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and the uh billed amount, please?
[CUSTOMER][NEUTRAL] $4,333.
[AGENT][NEUTRAL] OK thank you one moment please.
[AGENT][NEUTRAL] OK, I'm sorry, just to confirm that was [PII], correct?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, I'm not showing that we've received a claim for that date of service for [PII].
[CUSTOMER][NEUTRAL] OK, alright, I'll get this over to you. May I have a call reference number?
[AGENT][NEUTRAL] Yeah, reference number would just be my first name initial and today's uh so my name is spelled [PII] Last initial is [PII] Oh, was there anything else I could help you with, [PII]?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] No, that will be all. Have a good day.
[AGENT][POSITIVE] OK, yeah thank you you too bye bye.
[CUSTOMER][NEUTRAL] Bye bye.