AccountId: 011433970860
ContactId: 61c8f9db-ad97-424e-b719-2ea1b00abf02
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 121220 ms
Total Talk Time (AGENT): 29208 ms
Total Talk Time (CUSTOMER): 59723 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/06/61c8f9db-ad97-424e-b719-2ea1b00abf02_20250606T15:35_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII] [PII], this is [PII]. I'm calling from a provider's office to get claims please.
[AGENT][NEUTRAL] OK, [PII], I can help you with claim status. Do you have a good callback number?
[CUSTOMER][NEUTRAL] Sure it's [PII].
[AGENT][NEUTRAL] OK, thank you. And you have the policy number of that patient?
[CUSTOMER][NEUTRAL] I sure do. It's 211-036-8.
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] And patient name and date of birth.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And what was that data service and bill charges?
[CUSTOMER][NEUTRAL] [PII] and it's for 5:36 98.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] Uh, it looks like we haven't received that claim. Can you resubmit that?
[CUSTOMER][NEUTRAL] Um, sure, I have, um, pair code 60801. The fax is [PII].
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] And OK, and let me see the address to make sure we have the correct address. I have [PII].
[AGENT][POSITIVE] That's right.
[CUSTOMER][POSITIVE] OK, alrighty, well I will resend that. um, thank you so much. You can I have a reference number? I think.
[AGENT][NEUTRAL] Uh, reference number is my name, [PII], first initial to last name [PII] as in Delta, and today's date, and anything else I can help with today?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] Nope, that's it thank you so much you have a nice weekend.
[AGENT][POSITIVE] Thank you for calling APL. You too. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.