AccountId: 011433970860
ContactId: b8fe8ada-12fd-4ca1-b780-393b3d3b6ead
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 174839 ms
Total Talk Time (AGENT): 33328 ms
Total Talk Time (CUSTOMER): 48134 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/12/b8fe8ada-12fd-4ca1-b780-393b3d3b6ead_20250612T15:35_UTC.wav
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[CUSTOMER][NEUTRAL] Bye.
[AGENT][NEUTRAL] For calling ACL, this is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] I was going to check on a claim.
[AGENT][NEUTRAL] OK, is it for yourself or you with the provider?
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] Provider.
[AGENT][NEUTRAL] OK, could I get your name and a good callback number?
[CUSTOMER][NEUTRAL] [PII] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] But over here is just a storage area we don't really.
[AGENT][NEUTRAL] OK, thank you, [PII]. And do you have the policy number for the patient?
[CUSTOMER][NEUTRAL] Yes ma'am, hold on one second.
[CUSTOMER][NEUTRAL] that
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] The member ID is 02361993.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] Um [PII].
[CUSTOMER][NEUTRAL] Dehomes.
[CUSTOMER][NEUTRAL] And date of birth is.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK, and then what was the date of service and bill charges?
[CUSTOMER][NEUTRAL] 4 1025 $857
[AGENT][NEUTRAL] Well, I don't have a claim on file. Um, I do show this policy did terminate to 1-2025.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes, [PII].
[CUSTOMER][POSITIVE] OK. Thank you.
[AGENT][NEUTRAL] OK. Anything else I can help with today?
[CUSTOMER][NEUTRAL] Just a reference number?
[AGENT][NEUTRAL] Uh my name is [PII], first initial [PII] name, [PII], and today's date.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Thank you for calling APL. Have a great day. Bye-bye.
[CUSTOMER][NEUTRAL] You too.