AccountId: 011433970860
ContactId: 67fcca91-a429-4991-bed2-4ea297e53691
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 165850 ms
Total Talk Time (AGENT): 63889 ms
Total Talk Time (CUSTOMER): 96069 ms
Interruptions: 2
Overall Sentiment: AGENT=0.7, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/67fcca91-a429-4991-bed2-4ea297e53691_20250602T17:08_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] calling from provider's office to check on a claim.
[AGENT][NEUTRAL] OK, I can check on a client for you. uh, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yeah, it is uh [PII].
[AGENT][NEUTRAL] Thank you. And do you have that policy number?
[CUSTOMER][NEUTRAL] Uh, yes, I do. The policy number is, uh, it is 01009699.
[AGENT][NEUTRAL] OK and then what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] let's see.
[CUSTOMER][NEUTRAL] Yeah, it is uh [PII] and the date of birth is [PII].
[AGENT][NEUTRAL] Thank you for verifying that. What was the date of service for this claim?
[CUSTOMER][NEUTRAL] Uh, yeah, so it is, uh, [PII], and it is for $229 even.
[AGENT][NEUTRAL] OK, that was [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK thank you one moment.
[CUSTOMER][NEUTRAL] $229 even regarding this claim, actually, I'm just looking for a copy of any UOB through fax. So uh claim number is 3,454,330.
[AGENT][POSITIVE] Got it. OK, thank you for that. What was that fax number for you?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] OK, I'm going to read that back to make sure I heard that correctly. That was [PII].
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Yes, you are right.
[AGENT][NEUTRAL] OK, I will go ahead and send that now. I should get it within about 10 minutes or so. Was there anything else I could help you with, [PII]?
[CUSTOMER][NEUTRAL] Um, no, I don't have any questions. So could you please spell your name for me?
[AGENT][NEUTRAL] Sure, it's [PII].
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Sorry, it is [PII]
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] And what, what is the difference for our call?
[AGENT][NEUTRAL] Reference number would just be my first name, last initial, and today's date. Uh, so my last initial is [PII].
[CUSTOMER][POSITIVE] OK. Thank you so much and you have a great day. Bye.
[AGENT][POSITIVE] Of course, thanks for calling APL you too bye bye.
[CUSTOMER][NEUTRAL] Yeah bye.