AccountId: 011433970860
ContactId: 5cf77b33-76c1-472f-b30c-916013b17d00
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 123620 ms
Total Talk Time (AGENT): 35002 ms
Total Talk Time (CUSTOMER): 61810 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/24/5cf77b33-76c1-472f-b30c-916013b17d00_20250424T17:00_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], it's [PII] from, uh, I'm calling about my, uh, bill. I received the bill from my, uh, imaging center, and I just wanna check they claimed the bill with you or not.
[AGENT][NEUTRAL] OK, um, do you?
[CUSTOMER][NEUTRAL] Because usually mhm.
[AGENT][NEUTRAL] Do you have your policy number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, it's um 02286543 ML 7.
[AGENT][NEUTRAL] OK. Can I get your name and your date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, thank you. And do you have a good callback number, [PII], just in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, just need two other pieces of information, your address and your email address.
[CUSTOMER][NEUTRAL] And my address is [PII] and the email address it's [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And you're checking to see if we got a claim from someone?
[CUSTOMER][NEUTRAL] Yeah, yes.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] What date of service was that for?
[CUSTOMER][NEUTRAL] It's just
[CUSTOMER][NEUTRAL] And I have the like.
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And you said [PII]. Is that correct?
[CUSTOMER][POSITIVE] Correct, mhm.
[AGENT][NEUTRAL] Uh, no, I don't have anything on file for that. I might see if they can refile that with us.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I called him back.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] Thank you for calling APL. I hope you have a good day.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] You too bye bye.