AccountId: 011433970860
ContactId: 6281a2fc-3a44-4d03-88c3-d2fa41d8225f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 203479 ms
Total Talk Time (AGENT): 46249 ms
Total Talk Time (CUSTOMER): 49822 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/18/6281a2fc-3a44-4d03-88c3-d2fa41d8225f_20250218T17:14_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] calling from provider's office to check on a client status.
[AGENT][NEUTRAL] OK, I can verify claim status for you. And [PII], what is the policy number?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 02544684
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] OK, one moment and verify the patient's name, date of birth.
[CUSTOMER][NEUTRAL] Yeah, patient. The first name was [PII]. Last name is [PII], and date of birth is [PII].
[AGENT][NEUTRAL] OK, data service and amount of the charge.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] The date of service is [PII] with $1,441 even. And could you please provide me your name?
[AGENT][NEUTRAL] It's [PII], last initial [PII], and you said the date of service was [PII] of this year or last year, sorry.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Last year.
[AGENT][NEUTRAL] OK, one moment.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And you're calling from?
[AGENT][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Yeah, it's not a meal see the medicine.
[AGENT][NEUTRAL] I'm sorry, what was the name of the provider's office?
[CUSTOMER][NEUTRAL] It's not in maternal fetal.
[AGENT][NEUTRAL] Mhm one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] What's the tax ID number?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK. Um.
[AGENT][NEUTRAL] Uh, give me one moment.