AccountId: 011433970860
ContactId: 88ea750d-83f0-479c-a6d0-573addeece40
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 142869 ms
Total Talk Time (AGENT): 45710 ms
Total Talk Time (CUSTOMER): 51772 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/04/88ea750d-83f0-479c-a6d0-573addeece40_20250204T15:13_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] calling from Doctor [PII]'s office.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Um, I need to see if you received a claim for a patient.
[AGENT][NEUTRAL] OK. And do you have a phone number I can get in case we get disconnected I can call you back?
[CUSTOMER][NEUTRAL] Uh-huh, [PII].
[AGENT][NEUTRAL] That was [PII], right?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, and do you have the policy number?
[CUSTOMER][NEUTRAL] I do. It is 1303314.
[AGENT][NEUTRAL] Thank you, [PII]. Hold on one moment, please.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And what's that patient's name?
[CUSTOMER][NEUTRAL] Um, let's see. It is [PII], and the date of birth is [PII].
[AGENT][NEUTRAL] You said [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][POSITIVE] Thank you, [PII], and you were just needing benefits.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Well, I just need to know if you have received a claim from [PII].
[AGENT][NEUTRAL] OK, you're needing claim status. I can look that up for you. Hold on one moment.
[CUSTOMER][NEUTRAL] OK. Mhm.
[AGENT][NEUTRAL] Was it for his cleaning?
[CUSTOMER][NEUTRAL] Uh huh, um, data service 1113 24.
[AGENT][NEUTRAL] Yes, ma'am. That was paid yesterday, so it should go out in the mail today.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, y'all mailing the check to the provider?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] OK, I will let them know. I appreciate it.
[AGENT][POSITIVE] You're welcome. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] That's it. Is there a reference number, Ms. [PII]?
[AGENT][NEUTRAL] We do not have reference numbers. You can use my name in today's date.
[CUSTOMER][POSITIVE] OK, that sounds good. I certainly appreciate it.
[AGENT][POSITIVE] Thank you, [PII], for calling APL. You have a good day.
[CUSTOMER][POSITIVE] You too thank you bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.