AccountId: 011433970860
ContactId: 774f06aa-4439-4f51-99b2-fa086258708a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 122019 ms
Total Talk Time (AGENT): 16141 ms
Total Talk Time (CUSTOMER): 74513 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/26/774f06aa-4439-4f51-99b2-fa086258708a_20250326T17:23_UTC.wav
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[AGENT][NEUTRAL] Calling APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hi [PII], it's [PII]. How are you?
[AGENT][NEUTRAL] Hello.
[AGENT][POSITIVE] Oh hey, I'm good how are you?
[CUSTOMER][NEUTRAL] [PII], hi, I'm good. I'm good. It's Wednesday. It's all good. I can, yeah, so I have a provider's office on the line and she's called a couple of times regarding a pre, um, treat estimate that.
[AGENT][NEUTRAL] Yes, can you hear me?
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] was sent in and the EOB, you know, they don't have anything but like one line item a piece and she's inquiring about the other codes.
[AGENT][NEUTRAL] OK, what's that policy number?
[CUSTOMER][NEUTRAL] For the
[CUSTOMER][NEUTRAL] The other procedures.
[CUSTOMER][NEUTRAL] It is 1580719 for [PII].
[CUSTOMER][NEUTRAL] And the lady that I have on the line, her name is [PII].
[CUSTOMER][NEUTRAL] And her callback number, [PII] is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] I'm ready.
[CUSTOMER][NEUTRAL] And the two claim numbers you gave 35 3563202.
[CUSTOMER][NEUTRAL] And 356326.
[CUSTOMER][NEUTRAL] Just wanting to know if there's something that we can send them that has.
[CUSTOMER][NEUTRAL] The other line items she said because there were quite a few.
[CUSTOMER][NEUTRAL] For the treatment that he's having.
[AGENT][NEUTRAL] OK, I'll look that up.
[CUSTOMER][NEUTRAL] And they don't reference yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Alrighty, thank you so much.
[CUSTOMER][NEUTRAL] But um I have verified this information and is there anything else you need from me?
[AGENT][NEUTRAL] That's it.
[CUSTOMER][POSITIVE] OK, [PII], well thank you so much and I hope you have a great afternoon.
[AGENT][POSITIVE] You too thanks.
[CUSTOMER][POSITIVE] Thank you. Bye-bye.