AccountId: 011433970860
ContactId: 6c12bfff-b79d-44a1-8f6d-c4cf020e125e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 159509 ms
Total Talk Time (AGENT): 35628 ms
Total Talk Time (CUSTOMER): 70911 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/17/6c12bfff-b79d-44a1-8f6d-c4cf020e125e_20250417T15:14_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Good morning [PII]. This is [PII]. How are you?
[AGENT][NEUTRAL] I'm doing fine. How are you?
[CUSTOMER][NEUTRAL] Good, thank you. [PII], I need to check status on a claim, please.
[AGENT][NEUTRAL] OK, do you have a phone number I can get in case we get disconnected I can call you back?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] I do. It is 02255682.
[AGENT][NEUTRAL] Thank you, [PII]. Hold on one moment please.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And the patient's name?
[CUSTOMER][NEUTRAL] Uh, this is on [PII]. Her date of birth is [PII].
[AGENT][NEUTRAL] Thank you, [PII], and you were just needing claim status?
[CUSTOMER][NEUTRAL] Um, yes, please.
[AGENT][NEUTRAL] OK, I can look that up for you. What date of service?
[CUSTOMER][NEUTRAL] it's an old data service.
[CUSTOMER][NEUTRAL] Um, this is on [PII] in the amount of $4,471.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] You said [PII]?
[CUSTOMER][NEUTRAL] Um, yes, [PII].
[AGENT][NEUTRAL] I'm not sure we have that data service.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] OK, let me see how we sent it because it looks like we sent it to you guys on [PII]. Let me just make sure we.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] This APL and the fax number is [PII], correct?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] This was submitting.
[CUSTOMER][POSITIVE] This, OK, [PII]. OK, I'll fax the claim. Thank you so much.
[AGENT][POSITIVE] You're welcome. Is there anything else I can help you with?
[CUSTOMER][POSITIVE] No, that would be it thank you and you have a wonderful rest of the day.
[AGENT][POSITIVE] Thank you, [PII], for calling APL. You as well.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] No bye bye.