AccountId: 011433970860
ContactId: 52a0f348-ae9a-488a-8f39-d5d610423945
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 202039 ms
Total Talk Time (AGENT): 17959 ms
Total Talk Time (CUSTOMER): 36206 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/02/52a0f348-ae9a-488a-8f39-d5d610423945_20250502T19:06_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello, my name is [PII]. I'm calling to check claims for member.
[AGENT][NEUTRAL] Hey [PII], I can help you with claim status. Do you have a good callback number?
[CUSTOMER][NEUTRAL] Callback number [PII].
[AGENT][NEUTRAL] OK, thank you. And do you have the policy number of the patient?
[CUSTOMER][NEUTRAL] Yeah, it's 0247299.
[CUSTOMER][NEUTRAL] 1 ML 8.
[AGENT][NEUTRAL] Patient name and date of birth?
[CUSTOMER][NEUTRAL] Patient's name is [PII]. Date of birth [PII].
[AGENT][NEUTRAL] And what were the date of service and bill charges?
[CUSTOMER][NEUTRAL] Date of service, it's [PII].
[CUSTOMER][NEUTRAL] Total charge $4,681.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK, and you said 4,266 was the bill?
[CUSTOMER][NEUTRAL] $4,681.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Hello.