AccountId: 011433970860
ContactId: 4c20df0d-cdfa-41be-a0f3-e0cfbf63294b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 125370 ms
Total Talk Time (AGENT): 40278 ms
Total Talk Time (CUSTOMER): 19941 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/14/4c20df0d-cdfa-41be-a0f3-e0cfbf63294b_20250414T14:42_UTC.wav
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[AGENT][NEUTRAL] Morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, hi, my name is [PII] calling for CSI Health to check on a claim status.
[AGENT][NEUTRAL] OK, [PII], you have one claim to check status on, is that correct?
[CUSTOMER][POSITIVE] Yes, you're right.
[AGENT][POSITIVE] Yes, I can help you with that. And what is your callback number please, [PII]?
[CUSTOMER][NEUTRAL] Yes, it is [PII].
[AGENT][POSITIVE] Thank you and the member's policy number, please.
[CUSTOMER][NEUTRAL] It is 02344794.
[AGENT][NEUTRAL] OK, thank you, [PII]. Give me a couple of moments please to get the member's information pulled up.
[CUSTOMER][POSITIVE] Yes, thank you.
[AGENT][POSITIVE] Uh huh thank you.
[AGENT][NEUTRAL] OK, and [PII]
[AGENT][NEUTRAL] Any information that I do provide for you today would be a of benefits and not a guarantee of payment. What is your patient's name, please, and their date of birth?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII], are you there?
[AGENT][NEUTRAL] Hello.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Hello.
[AGENT][NEUTRAL] [PII], can you hear me?
[AGENT][NEUTRAL] Hello.
[AGENT][NEUTRAL] Hello.
[AGENT][NEUTRAL] Hello.