AccountId: 011433970860
ContactId: b3cf49dd-31a1-4391-b37b-30076a42e737
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 187889 ms
Total Talk Time (AGENT): 79370 ms
Total Talk Time (CUSTOMER): 56482 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/18/b3cf49dd-31a1-4391-b37b-30076a42e737_20250418T17:34_UTC.wav
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[AGENT][NEUTRAL] For calling APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII] here. I'm looking for a claim.
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yeah, can you hear me? Hello?
[AGENT][NEUTRAL] This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Yeah, this is [PII] from our office. I'm looking for a claim.
[AGENT][NEUTRAL] OK, I can barely hear you.
[CUSTOMER][NEUTRAL] All right. Is it OK now?
[AGENT][NEUTRAL] Yeah, that's better. You said your name is [PII]?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And I'm sorry, how can I help you, [PII]?
[CUSTOMER][NEUTRAL] Looking for a claim.
[AGENT][NEUTRAL] A claim status, OK. And what's the policy number?
[CUSTOMER][NEUTRAL] 02132116.
[AGENT][NEUTRAL] 02132166
[CUSTOMER][NEUTRAL] 16
[AGENT][NEUTRAL] 02132116.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, what's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, I have [PII], was it [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. [PII]. And what's the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII] Jones [PII].
[AGENT][NEUTRAL] Repeat the date of birth for me, please.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, you kind of go away and then you come back loud and then soft again your soft, your voice is soft again.
[CUSTOMER][POSITIVE] I'm sorry for that. Is it OK now?
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] That's better. Uh-huh. And what is the patient's date of birth uh date of service and total charge?
[CUSTOMER][NEUTRAL] [PII] for $130.72.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, so it looks like the date of service is after the policy.
[AGENT][NEUTRAL] Uh, terminated. I'm showing a termination date of [PII].
[AGENT][NEUTRAL] Uh, the effective date of this policy was [PII].
[AGENT][NEUTRAL] And let me know when you're ready for the claim number.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Uh, I'm sorry, can I get the termination date one more time?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Alright, I do have the claim number, so that's all I guess.
[AGENT][NEUTRAL] Would you like the claim number?
[CUSTOMER][NEUTRAL] Can I
[CUSTOMER][NEUTRAL] Uh, no, I do have the claim number. Can I get your name one more time?
[AGENT][NEUTRAL] It's [PII] last name is [PII]. And did you have any other questions, [PII]?
[CUSTOMER][NEUTRAL] And what's
[CUSTOMER][NEUTRAL] No, now I call your friends?
[AGENT][NEUTRAL] My name in today's date.
[CUSTOMER][NEUTRAL] My
[CUSTOMER][POSITIVE] OK, thank you, bye bye.
[AGENT][POSITIVE] You're welcome thank you for calling APL have a good day.