AccountId: 011433970860
ContactId: 623d8927-dfed-4d33-b512-f2a9eb5b7792
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 449679 ms
Total Talk Time (AGENT): 46681 ms
Total Talk Time (CUSTOMER): 50778 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=-3.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/22/623d8927-dfed-4d33-b512-f2a9eb5b7792_20250422T15:01_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi. Uh hi, [PII]. Yes, my name is [PII]. I'm calling to uh get status on some claims, please.
[AGENT][NEUTRAL] OK, Ms. [PII], I can help you with claim status. Can I please get your callback number, ma'am, just in case our call is dropped.
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] Thank you, ma'am. And then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Yes, uh, patient's name is [PII]. Birthday is [PII], and the ID number is 02471754 and I'm a medical provider.
[AGENT][NEUTRAL] OK, alright, let me look up that policy real quick.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, I've got [PII] pulled up. Can you please give me the date of service and the charge amount?
[CUSTOMER][NEUTRAL] Yes, um, the first one is [PII] for $988.
[AGENT][NEUTRAL] OK and then what is the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] Regions of the University of California.
[AGENT][NEUTRAL] OK, Ms. [PII], I'm gonna put you on a brief hold while I look this claim up for you and I'll be right back, ma'am.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] Oh, there you are.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Oh, where's the bee notice?
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Hello?