AccountId: 011433970860
ContactId: bab8b8f7-13e2-43a9-b0a3-38e8ef76e09d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 170389 ms
Total Talk Time (AGENT): 38583 ms
Total Talk Time (CUSTOMER): 59121 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/11/bab8b8f7-13e2-43a9-b0a3-38e8ef76e09d_20250611T18:49_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Hello, sorry about that. Yes I was calling to check the status on a predetermination.
[AGENT][NEUTRAL] OK. Do you have the member ID?
[CUSTOMER][NEUTRAL] Yes, let's see, it is.
[CUSTOMER][NEUTRAL] 02451876
[AGENT][NEUTRAL] And what was your name and a good callback number?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, thank you, [PII]. And the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], date of birth is [PII]. There you go. That, that wasn't go back up yet.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I'm sorry, can I have your name?
[AGENT][NEUTRAL] Uh, my name is [PII].
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] And when was that sent? And what were the bill charges or charges?
[CUSTOMER][NEUTRAL] Um, I, I know it was definitely sent by mail, um.
[CUSTOMER][NEUTRAL] Mm I would say probably.
[CUSTOMER][NEUTRAL] Maybe close to a month.
[CUSTOMER][NEUTRAL] Um, and let's see, the bill charges, uh, it's $1200.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me see.
[AGENT][NEUTRAL] Hm
[AGENT][NEUTRAL] OK, give me just a moment.
[CUSTOMER][POSITIVE] OK, sure, no problem.
[AGENT][NEUTRAL] Uh, looks like we sent out, um, on 523-25 our pre-treatment estimate worksheet.
[AGENT][NEUTRAL] Um, do you want me to fax that over?
[CUSTOMER][POSITIVE] Yes please that would be great.
[AGENT][NEUTRAL] OK. What's your fax number?
[CUSTOMER][NEUTRAL] It is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, I'll get that faxed over. It just takes a few minutes. And is there anything else I can help with today?
[CUSTOMER][POSITIVE] Perfect no that's all thank you.
[AGENT][POSITIVE] Thanks for calling ATL. Have a great day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][NEUTRAL] If you