AccountId: 011433970860
ContactId: 5f0b4724-a56e-48e0-897d-0d681f5ff769
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 76300 ms
Total Talk Time (AGENT): 23231 ms
Total Talk Time (CUSTOMER): 46770 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/21/5f0b4724-a56e-48e0-897d-0d681f5ff769_20250221T17:05_UTC.wav
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[AGENT][NEUTRAL] Calling APL, my name is [PII]. How may I assist you today?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, I was just calling so I could check claim status.
[AGENT][POSITIVE] I'll be happy to assist with claim status. May I have your first name please?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][POSITIVE] And [PII], if I can get a good call back number for you?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] The policy number is gonna be 02434342.
[AGENT][NEUTRAL] Patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] And the date of service for the claim?
[CUSTOMER][NEUTRAL] Um, [PII].
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Thank you for that information. I'm not sure we have that claim on file.
[CUSTOMER][NEUTRAL] Now I'm wondering, am I, um, I don't even know what today's date is anymore today the [PII], OK, because I, I, I'm just looking at it now. It looks like we just sent it out on the [PII], so maybe in a couple more days, but they didn't leave notes, so that's why I was like.
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][POSITIVE] OK perfect thank you so much.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Was there anything else I could assist with today?
[CUSTOMER][NEUTRAL] That was it.
[AGENT][POSITIVE] Thanks for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] P
[CUSTOMER][POSITIVE] Uh thanks bye.
[AGENT][NEUTRAL] Right