AccountId: 011433970860
ContactId: 9b30c3a2-96c5-42f8-b125-1ed1722986a3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 296559 ms
Total Talk Time (AGENT): 31840 ms
Total Talk Time (CUSTOMER): 44519 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=-2.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2024/12/31/9b30c3a2-96c5-42f8-b125-1ed1722986a3_20241231T14:25_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from Barda's office. PJana claim status.
[AGENT][NEUTRAL] OK, sure, I can assist you with claim status, Mr. [PII]. May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Patient's policy number is, one moment.
[CUSTOMER][NEUTRAL] It's 01994078 M as in Mary, L as in Lima, 8.
[AGENT][NEUTRAL] Thank you one moment, let me pull this information.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Patient's name is [PII], and date of birth is
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] What is the date of service and the amount of the claim?
[CUSTOMER][NEUTRAL] Later service is [PII] with the total bill amount of.
[CUSTOMER][NEUTRAL] $214.74.
[AGENT][NEUTRAL] [PII] $214.74. Is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, let me see if I can find this claim for you. Do you mind holding for me while I check on the claim?
[CUSTOMER][POSITIVE] Take your time.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.