AccountId: 011433970860
ContactId: 40ce065f-7f65-4a25-85e7-8cf278138df5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 103180 ms
Total Talk Time (AGENT): 43260 ms
Total Talk Time (CUSTOMER): 39080 ms
Interruptions: 1
Overall Sentiment: AGENT=0.4, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/25/40ce065f-7f65-4a25-85e7-8cf278138df5_20250425T20:45_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello, [PII], I'm [PII] from provider's office. I want to know the claim status.
[AGENT][NEUTRAL] OK, it, it looks like we got disconnected. I, I couldn't hear you anymore. Um, is that still for [PII]?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. Oh, OK, OK, yeah, it is for the [PII] and that payment was not on file, right?
[AGENT][NEUTRAL] That's right. And then let me give you our claims address.
[AGENT][NEUTRAL] Or do you want the facts?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. Uh, first of all, [PII], what about the, uh, pay ID? Do you have any pay ID?
[AGENT][NEUTRAL] Yes, it's 60801.
[CUSTOMER][NEUTRAL] 60801
[CUSTOMER][NEUTRAL] Cy.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK. What about the mailing address?
[AGENT][NEUTRAL] Mailing address is [PII].
[AGENT][NEUTRAL] [PII], [PII].
[CUSTOMER][NEUTRAL] OK. And what about this fax number?
[AGENT][NEUTRAL] Fax number is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] No problem
[CUSTOMER][NEUTRAL] OK. And [PII], do you have any call reference number for me?
[AGENT][NEUTRAL] That's just my name and today's date.
[CUSTOMER][NEUTRAL] Oh, is this patient active for the data service?
[AGENT][NEUTRAL] Yes, they are policies effective [PII].
[CUSTOMER][POSITIVE] Got it. Thank you.
[AGENT][POSITIVE] Thank you for calling APL. Have a good day.
[CUSTOMER][POSITIVE] Have a great weekend. Bye-bye.
[AGENT][NEUTRAL] Bye bye.