AccountId: 011433970860
ContactId: 7681bef1-0f21-420d-977b-87c9c132e6c8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 100879 ms
Total Talk Time (AGENT): 21061 ms
Total Talk Time (CUSTOMER): 39351 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/11/7681bef1-0f21-420d-977b-87c9c132e6c8_20250611T13:30_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling. We have Cora Physical Therapy to check claim status. How are you doing today?
[AGENT][POSITIVE] Good, how are you?
[CUSTOMER][NEUTRAL] Yeah, fine. May I have your first name and last name? Kindly spell it, please?
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And then do you have a good callback number?
[CUSTOMER][POSITIVE] Thank you so much, [PII], the listening.
[CUSTOMER][NEUTRAL] And a callback number [PII].
[AGENT][NEUTRAL] OK, I can help you with claim status. Do you have the policy number for the patient?
[CUSTOMER][NEUTRAL] Yeah, the policy number is 0171364.
[CUSTOMER][NEUTRAL] 6 HLB
[AGENT][NEUTRAL] Patient name and date of birth?
[CUSTOMER][NEUTRAL] First name, [PII]. Last name [PII] Date of birth, [PII].
[AGENT][NEUTRAL] You the date of service and bill charges.
[CUSTOMER][NEUTRAL] Uh, the date of service, [PII]. Total charge amount $634 even.