AccountId: 011433970860
ContactId: 93a04f97-d3ba-4444-8af3-508f84d2be5b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 154750 ms
Total Talk Time (AGENT): 37100 ms
Total Talk Time (CUSTOMER): 44282 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=-0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/12/93a04f97-d3ba-4444-8af3-508f84d2be5b_20250512T19:04_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 am calling from a dental provider's office, and I am trying to check up on some outstanding claims.
[AGENT][NEUTRAL] OK, [PII], I can help you with claim status. Do you have a good callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And policy number for the patient?
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEGATIVE] This one looks too short. Hold on just a second.
[CUSTOMER][NEGATIVE] doesn't want to look at it and I go this doesn't look right.
[CUSTOMER][NEUTRAL] 00616282
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII] date of birth [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, and what was that date of service?
[CUSTOMER][NEUTRAL] Mm, I have [PII] [PII] and [PII] of this year.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Well, it looks like uh this policy actually terminated [PII].
[AGENT][NEUTRAL] Let me see if there's anything else on file.
[AGENT][NEUTRAL] Yeah, it looks like that's that's when the policy terminated [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] It helps I could spell.
[CUSTOMER][NEUTRAL] OK, um, can I get your name again and a reference number please?
[AGENT][NEUTRAL] Uh, my name is [PII]. First [PII] name is [PII], and my name and today's date would be the reference number. And anything else I can help with, [PII]?
[CUSTOMER][NEUTRAL] No, ma'am, [PII], that's all I needed.
[AGENT][POSITIVE] OK, well, thank you for calling APL. I hope you have a good day.
[CUSTOMER][POSITIVE] Thank you bye bye.