AccountId: 011433970860
ContactId: 60696a41-5f03-4b79-828b-f98c137dec3d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 97839 ms
Total Talk Time (AGENT): 21573 ms
Total Talk Time (CUSTOMER): 42170 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/27/60696a41-5f03-4b79-828b-f98c137dec3d_20250227T19:50_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I assist you?
[CUSTOMER][POSITIVE] Hello, [PII]. I am [PII].
[CUSTOMER][NEUTRAL] From the provider's office to check on the claims. How are you doing today?
[AGENT][POSITIVE] I'm doing good. How about you?
[CUSTOMER][POSITIVE] Yes, I'm also doing good. Thank you for asking.
[AGENT][NEUTRAL] You're welcome. And you said that your name is [PII]?
[CUSTOMER][NEUTRAL] So how is your day going?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] And my day is going great, thank you.
[CUSTOMER][POSITIVE] OK, good to hear that.
[AGENT][NEUTRAL] And may I please have a callback number?
[CUSTOMER][NEUTRAL] Yeah, that is [PII].
[AGENT][NEUTRAL] And may I have the policy number?
[CUSTOMER][NEUTRAL] Yes, that is 01739515.
[AGENT][NEUTRAL] May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yeah, patient name is uh.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And the date of birth is [PII].
[AGENT][POSITIVE] And thank you so much, [PII] for verifying the policy. May I please have the date of service and total bill?
[CUSTOMER][NEUTRAL] Yes, date of service is going to be.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And the total charges are
[CUSTOMER][NEUTRAL] Mm mm mm.