AccountId: 011433970860
ContactId: 6a2e04b2-2065-4a9f-9f02-0c4c44fb0b4b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 106019 ms
Total Talk Time (AGENT): 13730 ms
Total Talk Time (CUSTOMER): 33271 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/30/6a2e04b2-2065-4a9f-9f02-0c4c44fb0b4b_20250430T16:57_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII]. I am calling from University Hospital on a bill status, please.
[AGENT][NEUTRAL] OK, [PII], I can help you with claim status. Do you have a good callback number?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And what's the policy number of the patient?
[CUSTOMER][NEUTRAL] 01699430
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, do you have the date of service and bill charges?
[CUSTOMER][NEUTRAL] I do it is.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] In the amount of $134,311.
[AGENT][NEUTRAL] Mhm.