AccountId: 011433970860
ContactId: 4a607f13-f667-4a29-849a-cc36496cabf1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 65190 ms
Total Talk Time (AGENT): 18059 ms
Total Talk Time (CUSTOMER): 29210 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/12/4a607f13-f667-4a29-849a-cc36496cabf1_20250312T12:04_UTC.wav
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[AGENT][POSITIVE] Thank you for calling.
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] and I'm calling from the doctor's office looking for the claim status.
[AGENT][NEUTRAL] I can help you, [PII]. What's the policy number and your phone number please?
[CUSTOMER][NEUTRAL] Uh, policy number is 02399312 and my phone number is [PII].
[AGENT][NEUTRAL] OK, you can also check status online at [PII] if you can verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Yeah patient name is [PII] and the date of birth is [PII].
[AGENT][NEUTRAL] And what's the data service and total charge?
[CUSTOMER][NEUTRAL] Uh, date of services for [PII] with the amount of $174.60.
[AGENT][POSITIVE] Thank you for verifying the information.