AccountId: 011433970860
ContactId: b7ec0c25-64fb-4603-b184-bdea117c752a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 157740 ms
Total Talk Time (AGENT): 65636 ms
Total Talk Time (CUSTOMER): 42352 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/28/b7ec0c25-64fb-4603-b184-bdea117c752a_20250128T21:25_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], my name is [PII]. I'm calling about a claim please.
[AGENT][NEUTRAL] I'm sure, [PII] I can assist you with claim status. Um, first, I'll need to go callback number just in case we're disconnected.
[CUSTOMER][NEUTRAL] OK, it's [PII].
[AGENT][NEUTRAL] Thank you. Now I need the policy number, please.
[CUSTOMER][NEUTRAL] 02061497
[AGENT][NEUTRAL] Thank you. Now, please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] Thank you. Now I need the date of service and bill charges on the claim.
[CUSTOMER][NEUTRAL] [PII], excuse me for $451.
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] OK, yes, ma'am. I'm showing that we received this claim on [PII].
[AGENT][NEUTRAL] It processed and paid out on [PII].
[AGENT][NEUTRAL] We paid out for $312 even and I have the check number here.
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] It is 2021206.
[AGENT][NEUTRAL] And it was mailed to the address on the client.
[CUSTOMER][NEUTRAL] The [PII] address.
[AGENT][NEUTRAL] And let's see.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK. [PII], can I also have the claim number please?
[AGENT][NEUTRAL] Yes, the claim number is 3547621.
[CUSTOMER][NEUTRAL] Thank you and before I let you go, can I also have a reference number for our call?
[AGENT][NEUTRAL] Yes, for the reference number, you can use my name and today's date. Um, my last initial is [PII]. Is there anything else that I can assist you with?
[CUSTOMER][POSITIVE] No, I appreciate your help thank you very much.
[AGENT][POSITIVE] Oh, no problem, [PII]. Thank you for calling ATL. Have a great rest of your day. Mm bye.
[CUSTOMER][NEUTRAL] Bye bye.