AccountId: 011433970860
ContactId: 9758fc4a-6649-4cc5-8517-20e7c505530f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 127040 ms
Total Talk Time (AGENT): 27099 ms
Total Talk Time (CUSTOMER): 56908 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/18/9758fc4a-6649-4cc5-8517-20e7c505530f_20250618T19:15_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello, my name is [PII] to check claim status for a patient.
[AGENT][NEUTRAL] OK, [PII], I can help you with claim status. Do you have a good callback number?
[CUSTOMER][NEUTRAL] Yes, um, [PII], next extension.
[AGENT][NEUTRAL] OK, thank you. And what's the policy number for the patient?
[CUSTOMER][NEUTRAL] Um, 0244 0462.
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] Um, [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you. And what's that data service and bill charges?
[CUSTOMER][NEUTRAL] Uh, date of service is one second on [PII], and the bill amount is 359. Even last time that we call, uh, we request the OB because the claim was denied for non-covered charges, um, but we never received that OB so can you please fax it again?
[AGENT][NEUTRAL] Uh, yes, let me get it pulled up.
[AGENT][NEUTRAL] OK, and what is your fax number?
[CUSTOMER][NEUTRAL] [PII] in attention to my name, [PII], last initial of [PII].
[AGENT][NEUTRAL] OK, and that was [PII].
[CUSTOMER][NEUTRAL] 23.
[CUSTOMER][NEUTRAL] Yep.
[AGENT][NEUTRAL] OK, [PII], I'll get that faxed over and is there anything else I can help with today?
[CUSTOMER][POSITIVE] No, it's OK. Thank you so much. Have a nice day.
[AGENT][POSITIVE] Thanks for calling APL. You as well bye bye.
[CUSTOMER][NEUTRAL] Bye.