AccountId: 011433970860
ContactId: 2e5c721d-bc09-41c0-afed-a9fc5d04c25a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 98610 ms
Total Talk Time (AGENT): 23479 ms
Total Talk Time (CUSTOMER): 41003 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/02/2e5c721d-bc09-41c0-afed-a9fc5d04c25a_20250402T14:24_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh yes ma'am, this is [PII] with Doctor [PII]'s office. I'm trying to check on a claim that was filed back in November.
[AGENT][NEUTRAL] Hi.
[AGENT][NEUTRAL] OK, [PII], I can help you with claim status. Do you have a good callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] you have the policy number?
[CUSTOMER][NEUTRAL] Uh, I have her ID number. Is that what you need?
[AGENT][NEUTRAL] Yes, please.
[CUSTOMER][NEUTRAL] 607125.
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] What was that data service?
[CUSTOMER][NEUTRAL] [PII] 2024.
[AGENT][NEUTRAL] No, I don't show a claim on file.
[CUSTOMER][NEUTRAL] OK, well I'll just mail it back in. I don't know what happened. I think that's when it, uh, yes, and I think I have, wait, give me just a minute.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] I might have given you the wrong it's [PII]:08 [PII], excuse me.
[AGENT][NEUTRAL] OK, let's check that.
[CUSTOMER][POSITIVE] Oh, I got something on that one.
[CUSTOMER][NEUTRAL] Hm.
[AGENT][NEUTRAL] Uh, don't have that date either.
[CUSTOMER][POSITIVE] Alrighty, I'll get them sent back in. I appreciate it thank you.
[AGENT][POSITIVE] OK, thank you for calling APL have a great day.