AccountId: 011433970860
ContactId: 783848fc-4437-40c9-af46-46fd5d9ea006
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 242199 ms
Total Talk Time (AGENT): 52389 ms
Total Talk Time (CUSTOMER): 48754 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/16/783848fc-4437-40c9-af46-46fd5d9ea006_20250616T19:11_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I need to check status on a claim please.
[AGENT][POSITIVE] All right. I'm happy to check on a claim for you. Do we have a policy number?
[CUSTOMER][NEUTRAL] We have a 02164598.
[AGENT][NEUTRAL] Thank you. And then for documentation, can I get your name and a callback number?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, [PII]. What's the patient name and date of birth?
[CUSTOMER][NEUTRAL] It is, uh, [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you, data service.
[CUSTOMER][NEUTRAL] It is [PII] of 24 for the dollar amount of $8,958.30.
[AGENT][NEUTRAL] OK, thank you. One moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Do you by chance have a different amount after primary page?
[CUSTOMER][NEUTRAL] Uh, the dollar amount that we're looking for after the primary is $2,267.25.
[AGENT][NEUTRAL] Let me just double check this one right here. I apologize, one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, yeah, I don't, I'm not seeing any claims on file for those amounts.
[CUSTOMER][NEUTRAL] Is there a way we can fax it over to you?
[AGENT][NEUTRAL] Absolutely. I'm
[CUSTOMER][NEUTRAL] Is there a fax number?
[AGENT][NEUTRAL] Yeah, fax number is going to be [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Attention to anyone.
[AGENT][NEUTRAL] Attention claims.
[CUSTOMER][NEUTRAL] And is there a call reference number for the call?
[AGENT][NEUTRAL] That would be my name with today's date. My name is spelled [PII] initial to my last name is [PII] and then today's date.
[CUSTOMER][POSITIVE] All right. Thank you, [PII]. Have a great day. Bye now.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] You too bye bye bye