AccountId: 011433970860
ContactId: 8ae887e6-07bd-45da-834f-e94d5337fd62
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 102260 ms
Total Talk Time (AGENT): 34361 ms
Total Talk Time (CUSTOMER): 33706 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/2025/04/16/8ae887e6-07bd-45da-834f-e94d5337fd62_20250416T17:25_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII]. I'm calling to check the status of a claim.
[AGENT][NEUTRAL] OK, I can help you with claim status. Could I get your name and a good callback number?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, thank you, [PII]. Uh, do you have the policy number of the patient?
[CUSTOMER][NEUTRAL] Yes, 148.
[CUSTOMER][NEUTRAL] 032.
[CUSTOMER][NEUTRAL] 2
[CUSTOMER][NEUTRAL] M as in Mary, L Larry, 8.
[AGENT][NEUTRAL] OK, thank you. And, uh, patient name and date of birth?
[CUSTOMER][NEUTRAL] Um, [PII], [PII].
[AGENT][NEUTRAL] Yeah, what was that date of service?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Um, [PII], is that right?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yeah, it looks like I don't have a claim on file.
[AGENT][NEUTRAL] Wait, wait, hold on, sorry, I'm looking at the wrong thing. Hold on just a second.
[CUSTOMER][NEUTRAL] Mm, OK.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] OK, uh, no, don't have a claim on file.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] Can I fax this over?
[AGENT][NEUTRAL] Yeah, absolutely, fax number is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 942-3. OK, [PII], thank you.
[AGENT][POSITIVE] Thank you for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.