AccountId: 011433970860
ContactId: 67420987-970b-4c05-8f6f-b060e4ba09ae
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 140649 ms
Total Talk Time (AGENT): 37161 ms
Total Talk Time (CUSTOMER): 50163 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/67420987-970b-4c05-8f6f-b060e4ba09ae_20250603T15:49_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII] calling from Baptist Outpatient Services calling to check the status of a claim.
[AGENT][NEUTRAL] All right, [PII]. Happy to check a claim. What is the policy number?
[CUSTOMER][NEUTRAL] Policy number is 02408951.
[CUSTOMER][NEUTRAL] M as in Mary, L Larry, 8.
[AGENT][NEUTRAL] Thank you. And then for documentation, do you have a good callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. What is the patient name and date of birth?
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] OK. And then.
[AGENT][NEUTRAL] What was the data service?
[CUSTOMER][NEUTRAL] 1 1325.
[AGENT][NEUTRAL] And what do we have for a bill amount?
[CUSTOMER][NEUTRAL] Bill amount is $530.
[AGENT][NEUTRAL] OK, no claims on file for [PII].
[CUSTOMER][NEUTRAL] OK, can I fax this over?
[AGENT][POSITIVE] Yeah, absolutely. Do you need the fax?
[CUSTOMER][NEUTRAL] Um, I have it. It's the [PII]? OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm. Yes, ma'am. Yeah.
[CUSTOMER][POSITIVE] Uh, alright, [PII], thank you.
[AGENT][POSITIVE] You're welcome. Have a good day, [PII].
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][NEUTRAL] Bye-bye.