AccountId: 011433970860
ContactId: adea9ade-ea1e-4ba1-a5b8-8a66748f1265
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 151259 ms
Total Talk Time (AGENT): 46242 ms
Total Talk Time (CUSTOMER): 66068 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/25/adea9ade-ea1e-4ba1-a5b8-8a66748f1265_20250625T22:23_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], I'm calling to check status on a couple of claims, please.
[AGENT][NEUTRAL] OK, I can help you with claim status. Could I get your name and a good callback number?
[CUSTOMER][NEUTRAL] Uh, sure, my name is [PII] and phone number is [PII].
[AGENT][NEUTRAL] OK, thank you, [PII]. And you have the policy number for the patient?
[CUSTOMER][NEUTRAL] Yes, it is 1402526.
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] Uh, [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK, and what was the date of service and bill charges?
[CUSTOMER][NEUTRAL] OK, um, they're both for the same date of service of [PII]. Um, the first bill amount is $182.50.
[CUSTOMER][NEUTRAL] And uh the second is $219.
[AGENT][NEUTRAL] OK, and that was [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Uh, looks like we don't have the claims on file. Would you be able to resubmit them?
[CUSTOMER][NEUTRAL] Yeah, we have a couple times let me see if I can mail them um.
[CUSTOMER][NEUTRAL] I have your address as [PII]. Is that correct?
[AGENT][NEUTRAL] Um, no, that's an old address. Let me give you our new PO box. It's [PII].
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Our zip code is [PII].
[CUSTOMER][NEUTRAL] [PII] OK thank you and would there be a fax number I can send him?
[AGENT][NEUTRAL] Yes, our fax number is [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] [PII] awesome all right thank you so much for your help. I appreciate it.
[AGENT][POSITIVE] Hi, thanks for calling APL. Have a good evening.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][POSITIVE] Thanks.