AccountId: 011433970860
ContactId: 3d9ba0d4-7b2d-48a7-8b0e-6344ceaaa96e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 141619 ms
Total Talk Time (AGENT): 39997 ms
Total Talk Time (CUSTOMER): 40770 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=2.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/09/3d9ba0d4-7b2d-48a7-8b0e-6344ceaaa96e_20250609T21:22_UTC.wav
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[AGENT][POSITIVE] Good
[AGENT][NEUTRAL] The
[CUSTOMER][NEUTRAL] Hi, um, my name is [PII]. I'm calling from Integris Medical Group, and I was calling to check status on a claim that I have.
[AGENT][NEUTRAL] OK, I can verify claim status for you. And Miss [PII], what is the policy number, please?
[CUSTOMER][NEUTRAL] Yes, the policy number is 0188588889.
[AGENT][POSITIVE] Thank you and do you have?
[AGENT][NEUTRAL] Uh, callback number, sorry.
[CUSTOMER][NEUTRAL] [PII] is a direct line.
[AGENT][NEUTRAL] And the patient's name, date of birth?
[CUSTOMER][NEUTRAL] Last name is [PII], first name is [PII]. Date of birth [PII].
[AGENT][NEUTRAL] OK, and what was the date of service and the amount of the charge?
[CUSTOMER][NEUTRAL] Data service [PII] and my bill amount is $173.
[AGENT][NEUTRAL] OK, thank you, one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, excuse me, it's showing the claim process as service rendered after policy terminated. Uh, the policy terminated [PII].
[CUSTOMER][NEUTRAL] I
[CUSTOMER][POSITIVE] Oh thank you so much for that information. Can I just have the spelling of your name and reference number?
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Sure, it's [PII] last initial [PII], and as far as reference number, you may use my name in today's date.
[CUSTOMER][POSITIVE] OK thank you have a great day, [PII].
[AGENT][POSITIVE] Oh, you too, thanks for calling APL.
[AGENT][NEUTRAL] Bye.
[CUSTOMER][POSITIVE] Thank you. Bye-bye.