AccountId: 011433970860
ContactId: b59b917b-6ec1-49ab-98a6-a77b37cecc27
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 100879 ms
Total Talk Time (AGENT): 28757 ms
Total Talk Time (CUSTOMER): 45128 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/08/b59b917b-6ec1-49ab-98a6-a77b37cecc27_20250408T14:14_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, you say [PII]?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII], I'm sorry. My name is [PII]. I'm with SSM Healthcare Group calling to check on the phone.
[AGENT][NEUTRAL] OK, I can help you with that, [PII]. Do you have a good callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] You have the policy number of the patient?
[CUSTOMER][NEUTRAL] Sure, uh, the policy number is going to be.
[AGENT][NEUTRAL] Sure
[CUSTOMER][NEUTRAL] 02117282
[CUSTOMER][NEUTRAL] It's gonna be for [PII].
[CUSTOMER][NEUTRAL] [PII] date of birth.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And what is that date of service?
[CUSTOMER][NEUTRAL] And data service it is [PII] 25 for 1323.
[AGENT][NEUTRAL] Uh, looks like it was received 2-7-2025, and we processed 2-11-2025 looks like.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] Um, we need a copy of explanation of benefits.
[CUSTOMER][POSITIVE] OK. Anthem is primary. All right, thank you so much, uh, [PII], have a great day.
[AGENT][POSITIVE] OK, thank