AccountId: 011433970860
ContactId: bada648e-1149-49bd-a1f7-71788161de9a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 98900 ms
Total Talk Time (AGENT): 20505 ms
Total Talk Time (CUSTOMER): 24779 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/28/bada648e-1149-49bd-a1f7-71788161de9a_20250228T17:43_UTC.wav
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[AGENT][NEUTRAL] Calling APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Hi [PII], I'm calling regarding a denial that we got from you guys.
[AGENT][POSITIVE] OK, I'll be happy to assist with the claim today. May I have your first name please?
[CUSTOMER][NEUTRAL] OK, [PII].
[AGENT][POSITIVE] And [PII], if I can get a good call back number for you.
[CUSTOMER][NEUTRAL] It's for an old
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] 01659755.
[AGENT][NEUTRAL] OK, one moment please.
[AGENT][NEUTRAL] What's the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] And the date of service for the claim?
[CUSTOMER][NEUTRAL] I'm sorry?
[AGENT][NEUTRAL] The data service for the claim?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And your tax ID.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Oh