AccountId: 011433970860
ContactId: 88085b22-2095-4593-8b62-0a2ac05f615a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 338540 ms
Total Talk Time (AGENT): 53924 ms
Total Talk Time (CUSTOMER): 67348 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/06/88085b22-2095-4593-8b62-0a2ac05f615a_20250606T19:28_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]. This is calling from Service.
[AGENT][NEUTRAL] OK. What would
[CUSTOMER][NEUTRAL] I would like to know the claim status.
[AGENT][NEUTRAL] What was your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, I can help you with claim status, [PII]. Do you have a good callback number?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK. Do you have the policy number of the patient?
[CUSTOMER][NEUTRAL] No
[CUSTOMER][NEUTRAL] Yeah, just a minute.
[CUSTOMER][NEUTRAL] 26, 2566.
[CUSTOMER][NEUTRAL] 599
[AGENT][NEUTRAL] Patient name and date of birth?
[CUSTOMER][NEUTRAL] The first name will be [PII], the last name [PII] of date of birth.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] D of service and bill charges.
[CUSTOMER][NEUTRAL] Mhm mm.
[CUSTOMER][NEUTRAL] Just a minute.
[CUSTOMER][NEUTRAL] The data service will be.
[CUSTOMER][NEUTRAL] [PII] the amount $283.38.
[AGENT][NEUTRAL] Um, uh, I'm sorry, what was the bill charges?
[CUSTOMER][NEUTRAL] $283.38.
[AGENT][NEUTRAL] OK, it's not a different policy number. Let me get that pulled up.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, the uh claim was received 5-7-2025, processed on the same day.
[AGENT][NEUTRAL] We made a payment of $80.37. Single check.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah. Can I get the
[AGENT][NEUTRAL] I think it's
[CUSTOMER][NEUTRAL] Pay details, check number, and uh
[CUSTOMER][NEUTRAL] Claim number?
[AGENT][NEUTRAL] Claim number 3597762.
[AGENT][NEUTRAL] Check number 2043282.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, thank you. Can you fax the claim for me?
[AGENT][NEUTRAL] What's your facts?
[CUSTOMER][NEUTRAL] Uh, just a minute.
[CUSTOMER][NEUTRAL] Yeah, the fax number will be [PII].
[CUSTOMER][NEUTRAL] Uh, what's the pay date?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah, thank you. And when do we receive the fax?
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] Where do we receive the fax.
[AGENT][NEUTRAL] It should take about 5 minutes and you should receive it.
[CUSTOMER][POSITIVE] Yeah, thank you.
[CUSTOMER][NEUTRAL] Uh, can I get the card?
[AGENT][NEUTRAL] All reference is my name and today's date.
[CUSTOMER][NEUTRAL] Can you spell your name for me?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Yeah, thanks, [PII].
[AGENT][POSITIVE] OK, thanks for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] Uh