AccountId: 011433970860
ContactId: 435ead59-057e-4029-9b6f-d64c050bc5a6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 134750 ms
Total Talk Time (AGENT): 50102 ms
Total Talk Time (CUSTOMER): 31628 ms
Interruptions: 0
Overall Sentiment: AGENT=2.3, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/17/435ead59-057e-4029-9b6f-d64c050bc5a6_20250417T14:51_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello, my name is [PII]. I'm calling from provider's office and we have question regarding claim. Could you please help me with this?
[AGENT][NEUTRAL] Sure, I can. Um, I can take the information for the patient and transfer you to the claims department if that's OK.
[CUSTOMER][NEUTRAL] Yeah, sure.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Alright, do you happen to have the policy number?
[CUSTOMER][NEUTRAL] Yes, it's 20, sorry, it's 02341476.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] And can you please verify the name and date of birth for the patients?
[CUSTOMER][NEUTRAL] Yes, it's [PII] date of birth, [PII].
[AGENT][POSITIVE] All right, thank you very much. And I will go ahead and transfer you to the claims department uh for the uh claim status on the patient, right?
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][POSITIVE] Thank you. You have a nice day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Sorry.
[CUSTOMER][NEUTRAL] Thank you for calling American Public Lives. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Good morning, [PII]. This is [PII] in customer service. I have [PII] with the provider's office requesting a claim status on Laurel Andrews. Policy number is 23.
[AGENT][NEUTRAL] 41476.
[CUSTOMER][NEUTRAL] OK, you can send him over.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEGATIVE] You are on hold