AccountId: 011433970860
ContactId: 9da0255b-4746-44c9-a714-ed2bc34a5ea3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 78260 ms
Total Talk Time (AGENT): 22875 ms
Total Talk Time (CUSTOMER): 33528 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/24/9da0255b-4746-44c9-a714-ed2bc34a5ea3_20250324T17:59_UTC.wav
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[AGENT][NEUTRAL] Calling ATL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Yes, I am calling about a claim.
[AGENT][POSITIVE] I'd be happy to assist with the claim. May I have your first name please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] And [PII], if I can get a good call back number for you?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] 614-111.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] um [PII] [PII].
[AGENT][NEUTRAL] Thank you for that information and what's the date of service for the claim?
[CUSTOMER][NEUTRAL] Um, the data service is going to.
[CUSTOMER][NEUTRAL] The
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] I'm not sure we have that claim on file.
[CUSTOMER][NEUTRAL] OK, it was for cleaning.
[CUSTOMER][NEUTRAL] OK, I will.
[CUSTOMER][NEUTRAL] Resend this claim.
[AGENT][NEUTRAL] OK, was there anything else I can assist with today?
[CUSTOMER][NEUTRAL] And see that.
[CUSTOMER][NEUTRAL] Nope that was it thank you.
[AGENT][POSITIVE] Thank you for calling APL you have a good day.
[CUSTOMER][NEUTRAL] Um, you too, bye bye.
[AGENT][NEUTRAL] Bye.