AccountId: 011433970860
ContactId: 3533fac4-5ada-44fc-ac4f-c9e56d1d1581
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 137820 ms
Total Talk Time (AGENT): 13219 ms
Total Talk Time (CUSTOMER): 43270 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/24/3533fac4-5ada-44fc-ac4f-c9e56d1d1581_20250324T17:39_UTC.wav
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[AGENT][NEUTRAL] APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Yeah, hi, [PII]. How are you? Good good afternoon. This is [PII] calling on behalf of provider's office to check on the claim status.
[AGENT][POSITIVE] I'd be happy to assist with claim status today, [PII], if I can get a good call back number for you.
[CUSTOMER][NEUTRAL] Yes, sure. My callback number is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII] and my extension number of [PII]?
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] Yeah, sure. The, the policy number is going to be 144.
[CUSTOMER][NEUTRAL] 5055
[CUSTOMER][NEUTRAL] M Mary, L Lima, 5.
[CUSTOMER][NEUTRAL] Well
[AGENT][NEUTRAL] 1445055
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] And uh and with ML 5.
[AGENT][NEUTRAL] And what's the patient's name?
[CUSTOMER][NEUTRAL] That is going to be [PII] on the date of birth of [PII].
[CUSTOMER][NEUTRAL] Well I.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Did you find a patient?
[CUSTOMER][NEUTRAL] Hello?