AccountId: 011433970860
ContactId: 8029ac4c-c27c-4811-9bd6-b7ae4b15fb01
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 141630 ms
Total Talk Time (AGENT): 49206 ms
Total Talk Time (CUSTOMER): 36478 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/12/8029ac4c-c27c-4811-9bd6-b7ae4b15fb01_20250512T17:06_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling [PII]. speaking. May I help you?
[CUSTOMER][NEUTRAL] Hi, yes, I was calling to see if I could check the status of the claim.
[AGENT][NEUTRAL] Sure, I can verify claim status for you and your name is?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And Ms. [PII], what is the policy number, please?
[CUSTOMER][NEUTRAL] 02411134
[AGENT][POSITIVE] Thank you one moment please.
[AGENT][NEUTRAL] And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yes, [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, ma'am. And verify the patient's name, date of birth.
[CUSTOMER][NEUTRAL] [PII], date of birth [PII].
[AGENT][NEUTRAL] OK, thank you. And what was the date of service and the amount of the charge?
[CUSTOMER][NEUTRAL] [PII] build amount is $313.
[AGENT][NEUTRAL] You said uh [PII]?
[CUSTOMER][NEUTRAL] 25.
[AGENT][NEUTRAL] 0 25. OK, give me a moment.
[AGENT][NEUTRAL] I don't show we received that claim, and I show this patient's policy had termed.
[AGENT][NEUTRAL] On
[AGENT][NEUTRAL] Um, [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Oh, we won't get it, we won't even send another one out then.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Could I get a uh call reference number?
[AGENT][NEUTRAL] Uh, you may use my name in today's date if you like.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right thanks so much for your help.
[AGENT][POSITIVE] Uh, you're welcome, Ms. [PII]. Thanks for calling [PII]. Have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye.