AccountId: 011433970860
ContactId: 65be1cdc-a55c-444d-b363-5ed39aa858d8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 79550 ms
Total Talk Time (AGENT): 25848 ms
Total Talk Time (CUSTOMER): 34320 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/11/65be1cdc-a55c-444d-b363-5ed39aa858d8_20250211T18:32_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, I received an invoice and I would like to know if you can cover this medical invoice that I have.
[AGENT][NEUTRAL] OK, um, is it like a bill or was it an explanation of benefits from a claim?
[CUSTOMER][NEUTRAL] It's a bill.
[AGENT][NEUTRAL] OK, and is it for a group or just your individual policy?
[CUSTOMER][NEUTRAL] Uh, individual, I guess, or group, I'm with food for the poor.
[AGENT][NEUTRAL] What's the policy number that it's in reference to?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Outpatient, I guess, 01.
[CUSTOMER][NEUTRAL] 867-080 M as in mom, L as in Louis.
[CUSTOMER][NEUTRAL] 8
[AGENT][NEUTRAL] OK, let me pull this up here. Give me just one moment.
[AGENT][NEUTRAL] First and last name please and then your date.
[CUSTOMER][NEUTRAL] [PII] [PII].