AccountId: 011433970860
ContactId: 343a198d-0312-4f6e-b677-1f46b2d98255
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 115779 ms
Total Talk Time (AGENT): 44368 ms
Total Talk Time (CUSTOMER): 53733 ms
Interruptions: 0
Overall Sentiment: AGENT=2.5, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/11/343a198d-0312-4f6e-b677-1f46b2d98255_20250411T17:57_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, hi, this is [PII] calling from provider's office regarding claims. Could you please help me with claim status?
[AGENT][NEUTRAL] Yes, I can check on a claim for you. uh, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Yes, it is [PII], and it is a direct line.
[AGENT][NEUTRAL] OK, thank you. And then do you have that policy number?
[CUSTOMER][NEUTRAL] Yes, I have. Uh-huh. The policy number is going to be, it is 02555967.
[AGENT][NEUTRAL] OK and uh what was the name and date of birth for the member, please?
[CUSTOMER][NEUTRAL] It is [PII], and date of birth is [PII].
[AGENT][POSITIVE] Perfect. Thank you for verifying that, [PII]. And uh what was the date of service for this client, please?
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Mm, actually, I'm not calling about claim status. I'm just calling to verify if APL provides claim status on call or not. And if yes, then how many claims do you provide on a single call?
[AGENT][POSITIVE] Absolutely, yes, um, we can absolutely check on claims for you uh we don't typically have a limit um for how many we can check at a time.
[CUSTOMER][NEUTRAL] Let
[CUSTOMER][NEUTRAL] OK, but you help with claims on call, right?
[AGENT][POSITIVE] Yes, absolutely.
[CUSTOMER][POSITIVE] Great. Sounds good. And could you please spell your name for me?
[AGENT][NEUTRAL] Sure, it's [PII].
[AGENT][NEUTRAL] Was there anything else I could help you with, [PII]?
[CUSTOMER][NEUTRAL] [PII] Yes, do you have any call reference number?
[AGENT][NEUTRAL] Reference number would just be my first name, last initial, and today's date, uh, so my last initial is A.
[CUSTOMER][POSITIVE] OK, all right. Thank you so much, [PII]. Have a nice day. Goodbye.
[AGENT][POSITIVE] Of course, thanks for calling APL you too bye bye.
[CUSTOMER][POSITIVE] Thank you. Bye bye.
[CUSTOMER][NEUTRAL] Mhm