AccountId: 011433970860
ContactId: 814e2c9a-6d8c-4c8b-92fe-5e415039691f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 99319 ms
Total Talk Time (AGENT): 24489 ms
Total Talk Time (CUSTOMER): 60292 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/26/814e2c9a-6d8c-4c8b-92fe-5e415039691f_20250326T21:26_UTC.wav
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[AGENT][NEUTRAL] For calling APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] I would like to check the status of 2 claims.
[AGENT][POSITIVE] I'd be happy to assist with claim status. May I have your first name please?
[CUSTOMER][NEUTRAL] Uh-huh, [PII].
[AGENT][NEUTRAL] And [PII], if I can get a good callback number for you?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] right
[CUSTOMER][NEUTRAL] Um, it is 02396555.
[AGENT][NEUTRAL] Patient's name and date of birth.
[CUSTOMER][NEUTRAL] Um, [PII], [PII].
[CUSTOMER][NEUTRAL] Um
[AGENT][NEUTRAL] And the date of service for the claim?
[CUSTOMER][NEUTRAL] Uh, let's see, first name is [PII].
[AGENT][NEUTRAL] OK, I'm not sure we have that on file.
[CUSTOMER][NEUTRAL] You don't?
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Hm, a lot of people having problems with our our dental exchange claims. A lot of them not going through. Well, I know you don't have a second one.
[AGENT][NEUTRAL] What's the date of service?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, well it was just the [PII], so.
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] I think if you don't have, if you don't have that one, you probably don't have that one, right.
[AGENT][NEUTRAL] No, we don't have that one out right now.
[CUSTOMER][NEUTRAL] OK, well I'll look and see what's going on in general exchange.
[CUSTOMER][POSITIVE] OK, thank you ma'am.
[AGENT][POSITIVE] OK, thank you for calling APL. You have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Right.