AccountId: 011433970860
ContactId: 55da51c3-5094-4119-80e3-cde4144a0f29
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 223220 ms
Total Talk Time (AGENT): 45809 ms
Total Talk Time (CUSTOMER): 67098 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/22/55da51c3-5094-4119-80e3-cde4144a0f29_20250422T15:38_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello, uh, this is [PII]. I'm calling from Amhurst Memorial Hospital and I was trying to get more information about claim status.
[AGENT][NEUTRAL] OK, I can help you with claim status and what was your name again?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, thank you, [PII]. Do you have a good callback number?
[CUSTOMER][NEUTRAL] join us.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And you have the policy number of the patient?
[CUSTOMER][NEUTRAL] Yes, um, one second, it is.
[CUSTOMER][NEUTRAL] 02045049 M as in Mike L as in Lima and then number 8.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] One moment.
[AGENT][NEGATIVE] Sorry, my system's running just a bit slow. Let me try something else.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] OK. What was the patient name and date of birth?
[CUSTOMER][NEUTRAL] This is for [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] And what was that data service and build them out?
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] [PII] and the bill amount is $1,578 even.
[AGENT][NEUTRAL] Is that for hospital charges?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK, looks like we received that 12 [PII], uh, process [PII].
[AGENT][NEUTRAL] And we made a payment of $655.
[CUSTOMER][NEUTRAL] OK, and it's possible to get the explanation of payment faxed?
[AGENT][NEUTRAL] OK, what's your facts?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, I'll get that faxed over. It just takes a few minutes. Is there anything else I can help with today?
[CUSTOMER][NEUTRAL] OK, I'll get.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] That will be all thank you. Um, well, [PII], is there a reference number for the call?
[AGENT][NEUTRAL] Uh it's just my name, [PII], first initial to last name, [PII], and today's date.
[CUSTOMER][POSITIVE] Perfect, thank you again I hope you have a great rest of your day bye.
[AGENT][POSITIVE] Thank you for calling ATL. You as well. Bye.