AccountId: 011433970860
ContactId: ad417603-1a46-486e-b582-c0bede525dde
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 106129 ms
Total Talk Time (AGENT): 31412 ms
Total Talk Time (CUSTOMER): 40361 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/10/ad417603-1a46-486e-b582-c0bede525dde_20250410T18:54_UTC.wav
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[AGENT][NEUTRAL] Calling APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Hi, [PII]. It's Doctor [PII], and I'm calling regarding a specific claim.
[AGENT][POSITIVE] I'd be happy to assist with the claim today, Doctor [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] Policy number is 02580862.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] Sir [PII] date of birth, just a second, pull him up.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][NEUTRAL] And what's the date of service for the claim?
[CUSTOMER][NEUTRAL] Uh [PII].
[AGENT][NEUTRAL] OK, thank you for that. So it looks like a payment was made on the [PII] in the amount of $280.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] The payment has been made already? OK. Do you know if, if it was a check payment, if it has been cleared or not?
[AGENT][NEUTRAL] Um, it was a check and it's.
[AGENT][NEUTRAL] Cleared on [PII].
[CUSTOMER][POSITIVE] Perfect. Thank you so much for that information.
[AGENT][NEUTRAL] Was there anything else I could assist with today?
[CUSTOMER][POSITIVE] That's all, thanks a lot. Have a good one.
[AGENT][POSITIVE] Thank you for calling APL have a good day.
[CUSTOMER][NEUTRAL] Mhm you too bye.