AccountId: 011433970860
ContactId: aa8a2a93-a57b-4963-ad4d-60680d932491
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 245880 ms
Total Talk Time (AGENT): 36196 ms
Total Talk Time (CUSTOMER): 52719 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/18/aa8a2a93-a57b-4963-ad4d-60680d932491_20250618T20:50_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]. This is [PII] here calling on behalf of dental office, looking for dental claim status on a recorded line. How are you doing today?
[AGENT][POSITIVE] I'm good. How are you?
[CUSTOMER][NEUTRAL] I'm fine. Thank you for asking. May I give you member ID or tax ID first?
[AGENT][NEUTRAL] Um, first, can I get a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] Yeah. Callback number is [PII].
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] Oh yeah. Member ID I have, let me give you that. It is 021-94838.
[CUSTOMER][NEUTRAL] And I'm sorry, can you help me with your name once again?
[AGENT][NEUTRAL] My name is [PII]
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Thank you, [PII].
[AGENT][NEUTRAL] And can you verify the
[CUSTOMER][NEUTRAL] May I give you patient's name?
[AGENT][NEUTRAL] The patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] Yes, it is [PII]. Date of birth is [PII].
[AGENT][POSITIVE] Thank you so much for verifying that with me.
[CUSTOMER][NEUTRAL] Mm, I was looking for a claim status. May I give you a date of service?
[AGENT][NEUTRAL] Uh yes, ma'am. What was the date of service?
[CUSTOMER][NEUTRAL] Oh, let me give it that quickly. It is [PII].
[AGENT][NEUTRAL] OK, give me just one moment.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] And you said [PII], correct?
[AGENT][NEUTRAL] Did you see me first?
[AGENT][NEUTRAL] Is anyone there?
[AGENT][NEUTRAL] Hello?
[AGENT][NEUTRAL] Is anyone there?
[AGENT][NEUTRAL] Is anyone there?
[AGENT][NEUTRAL] Hello?
[AGENT][NEUTRAL] Can you hear me?