AccountId: 011433970860
ContactId: 3493a2a7-05be-41d0-8569-366c244b55cf
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 115800 ms
Total Talk Time (AGENT): 28598 ms
Total Talk Time (CUSTOMER): 54367 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=2.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/25/3493a2a7-05be-41d0-8569-366c244b55cf_20250625T18:45_UTC.wav
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[AGENT][NEUTRAL] Calling APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling on behalf of provider's office to check the claim status.
[AGENT][POSITIVE] I'd be able to assist with claim status today, [PII], if I can get a good call back number for you.
[CUSTOMER][NEUTRAL] Sure, man. So it is [PII] and it's a direct line.
[AGENT][NEUTRAL] Sure
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] It's going to be 02052175.
[AGENT][NEUTRAL] Patient's name and date of birth.
[CUSTOMER][NEUTRAL] One moment, please. It's going to be [PII]. Date of birth is [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Data service for the claim?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for that information. I'm not showing we have that claim on file.
[CUSTOMER][NEUTRAL] Uh, OK, my friend. Uh, thank you so much for the information. Uh, could you please check if there is, uh, uh, if there is any claim for the data service. Uh, one moment, please.
[CUSTOMER][NEUTRAL] OK. For the date of service [PII] and [PII]?
[AGENT][NEUTRAL] No, we don't have that on file either.
[CUSTOMER][POSITIVE] [PII], thank you so much for the information, my friend. Could you please give me the call reference number for our call?
[AGENT][NEUTRAL] Reference is just my name [PII], and the date and time of the call. Was there anything else I could assist with today?
[CUSTOMER][POSITIVE] I think I have gathered all the details I need my friend. Thank you so much for the information. Have a great rest of your day. Bye for now.
[AGENT][POSITIVE] Thank you for calling APL. Have a good day.
[CUSTOMER][POSITIVE] Just well bye.