AccountId: 011433970860
ContactId: c1bde147-bb7a-4f44-98a2-d1e6b9ca900e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 147259 ms
Total Talk Time (AGENT): 41262 ms
Total Talk Time (CUSTOMER): 61712 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/23/c1bde147-bb7a-4f44-98a2-d1e6b9ca900e_20250623T20:11_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, can you hear me? Hi, [PII]. I'm calling about claim pattern.
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, I can help you with my service.
[AGENT][NEUTRAL] I did callback number?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] And the policy number for the patient?
[CUSTOMER][NEUTRAL] I have here 1,490,010.
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] Patient name is [PII]. Um, date of birth is [PII].
[AGENT][NEUTRAL] OK, and I'm sorry, did you say eligibility or claim status?
[CUSTOMER][NEUTRAL] Claim status.
[AGENT][NEUTRAL] D of service and bill charges.
[CUSTOMER][NEUTRAL] Date of service is [PII]. Um, the bill amount is $9,114.68.
[AGENT][NEUTRAL] Um, I don't show that claim on file. Can you resubmit?
[CUSTOMER][NEUTRAL] Um, can I have the
[CUSTOMER][NEUTRAL] Um, address to reach you?
[AGENT][NEUTRAL] Address is [PII].
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Zip code [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] All right, can I have a reference number, please?
[AGENT][NEUTRAL] Uh, reference number is my name, [PII]. First initial to last name [PII], and today's date. And anything else I can help with today?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] No, that'll be all. Thank you so much, [PII].
[AGENT][POSITIVE] OK, thanks for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] You too bye