AccountId: 011433970860
ContactId: 8d02b7f6-7aff-481e-867a-95968ee4520b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 134770 ms
Total Talk Time (AGENT): 31320 ms
Total Talk Time (CUSTOMER): 60538 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/30/8d02b7f6-7aff-481e-867a-95968ee4520b_20250430T17:22_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]. My name is [PII]. I'm calling from Doctor [PII]'s office in regards to a claim.
[AGENT][NEUTRAL] OK, [PII], I can help you with claim status. Do you have a good callback number?
[CUSTOMER][NEUTRAL] Yes, it is [PII].
[AGENT][NEUTRAL] OK, thank you. Do you have the policy number of the patient?
[CUSTOMER][NEUTRAL] Yes, it is.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] I'll make sure that's the number one.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] It is 223-0085.
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] Patient's name is [PII]. [PII].
[AGENT][NEUTRAL] And date of service and bill charges?
[CUSTOMER][NEUTRAL] Her data service is [PII] for $125.
[AGENT][NEUTRAL] I'm not showing anything for that date of service.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK, I make sure I have the correct mailing address here.
[CUSTOMER][NEUTRAL] Is it [PII]?
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Yes, that's correct. Or you can fax it.
[CUSTOMER][NEUTRAL] OK, and the pay ID.
[CUSTOMER][NEUTRAL] Oh, fax it, yes, please.
[AGENT][NEUTRAL] Uh, fax number is [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 9423 perfect. Attention claims?
[AGENT][NEUTRAL] It'll go straight to claims.
[CUSTOMER][NEUTRAL] OK. And do you give reference numbers, [PII]?
[AGENT][POSITIVE] That's just my name and today's date. And anything else I can help with today?
[CUSTOMER][POSITIVE] Awesome.
[CUSTOMER][POSITIVE] No, ma'am. Thank you very much. You have a great day.
[AGENT][POSITIVE] Thanks for calling APL. You as well. Bye bye.
[CUSTOMER][NEUTRAL] Bye bye.