AccountId: 011433970860
ContactId: 8e38fab6-7c4f-47e6-bcd3-75faa9661e1f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 108750 ms
Total Talk Time (AGENT): 38223 ms
Total Talk Time (CUSTOMER): 37858 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/27/8e38fab6-7c4f-47e6-bcd3-75faa9661e1f_20250227T13:12_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, I was reaching out to see if you all had received a claim that we had submitted.
[AGENT][NEUTRAL] OK, may I ask who's calling?
[CUSTOMER][NEUTRAL] My name is [PII]
[AGENT][NEUTRAL] And do you have a phone number I can get in case we get disconnected I can call you back?
[CUSTOMER][NEUTRAL] Yes, it's [PII] and it's a direct line.
[AGENT][NEUTRAL] Thank you, [PII]. And do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, it should be 02595096.
[AGENT][NEUTRAL] Thank you. [PII]. Hold on one moment, please.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] What was the patient's name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And his date of birth?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And you're wanting to know a claim status?
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] OK, I can help you with that. What date of service?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] We do have that claim in. It is pending waiting on eligibility.
[CUSTOMER][POSITIVE] OK, sounds good.
[AGENT][NEUTRAL] For the policy.
[CUSTOMER][NEUTRAL] Perfect I'll just update my notes then um did you happen to have confirmation numbers or um reference numbers for calls?
[AGENT][NEUTRAL] We do not. You can use my name in today's date.
[CUSTOMER][POSITIVE] OK sounds good well I appreciate your help.
[AGENT][POSITIVE] Thank you, [PII] for calling IPL. You have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye-bye.