AccountId: 011433970860
ContactId: b06049ef-53d1-478c-9263-54fdf34102d1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 149389 ms
Total Talk Time (AGENT): 42274 ms
Total Talk Time (CUSTOMER): 41308 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/05/b06049ef-53d1-478c-9263-54fdf34102d1_20250605T13:15_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling to provider to check on a claim status. Please be informed that this call is being recorded and monitored for training and quality purposes. May I know if I can help you with the patient the provider information?
[AGENT][NEUTRAL] I'm sorry [PII], what is your callback number?
[CUSTOMER][NEUTRAL] Sure, the callback number will be [PII]. No extension directly.
[AGENT][NEUTRAL] Thank you and [PII], what is the policy number?
[CUSTOMER][NEUTRAL] Sure, it is 02513096.
[AGENT][NEUTRAL] OK. And to repeat and confirm, I have that as 02513096.
[CUSTOMER][POSITIVE] That's correct.
[AGENT][NEUTRAL] Verify the patience. Thank you verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Sure, the patient's first name is [PII] and the last name is [PII]. And the, the date of birth will be [PII].
[AGENT][POSITIVE] OK, thank you so much for that information, [PII]. Again, you're calling for claim status. I can assist. You can also check claim status by visiting our secure portal at [PII], and on that website you'll be able to obtain it you'll be as well. I'm ready for that date of service and the total charge amount please.
[CUSTOMER][NEUTRAL] Sure. The service was [PII] after you already.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Hello.
[AGENT][NEUTRAL] [PII], are you there?
[AGENT][NEUTRAL] Hello.
[AGENT][NEUTRAL] Hello?
[AGENT][NEUTRAL] [PII], are you there?
[AGENT][NEUTRAL] Hello?