AccountId: 011433970860
ContactId: a1d01b48-c9f3-4969-bc34-e78f6c8b4040
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 108519 ms
Total Talk Time (AGENT): 24906 ms
Total Talk Time (CUSTOMER): 39732 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/10/a1d01b48-c9f3-4969-bc34-e78f6c8b4040_20250410T20:39_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, yes, I am calling regarding a claim, an ortho claim.
[AGENT][NEUTRAL] OK, is it for yourself or you're with the provider?
[CUSTOMER][NEUTRAL] Provider office
[AGENT][POSITIVE] OK, um, can I get your name and a good callback number and I can help you with claim status.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes, my name is [PII] and my callback number is [PII].
[AGENT][NEUTRAL] OK, [PII], do you have the policy number of the patient?
[CUSTOMER][NEUTRAL] Yes, let me pull that up.
[CUSTOMER][NEUTRAL] It is
[CUSTOMER][NEUTRAL] 02454761
[AGENT][NEUTRAL] And the patient name and date of birth?
[CUSTOMER][NEUTRAL] The patient is
[CUSTOMER][NEUTRAL] [PII], date of birth [PII].
[AGENT][NEUTRAL] OK. And do you have the date of service?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] And the bill charges.
[CUSTOMER][NEUTRAL] Um, no, sorry, $4,239.
[AGENT][NEUTRAL] Uh, it looks like ortho is not covered under the policy.
[CUSTOMER][POSITIVE] OK, perfect. And what is your name again? I'm sorry?
[AGENT][NEUTRAL] Uh, my name is [PII].
[CUSTOMER][POSITIVE] [PII]. All right. Thank you.
[AGENT][POSITIVE] OK, thank you for calling APL have a great day.