AccountId: 011433970860
ContactId: c1c4f665-57e6-4a8f-a8f5-7a73a65d9384
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 139559 ms
Total Talk Time (AGENT): 62860 ms
Total Talk Time (CUSTOMER): 25506 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/13/c1c4f665-57e6-4a8f-a8f5-7a73a65d9384_20250513T19:42_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I need to check on a claim please.
[AGENT][NEUTRAL] Um, yes, ma'am. I can assist you with claim status. Um, first, I'll need your name and a good callback number.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK. Thank you, [PII]. Now I need the policy number.
[CUSTOMER][NEUTRAL] ID 02203928 ML 8.
[AGENT][NEUTRAL] Please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII] and date of birth [PII].
[AGENT][NEUTRAL] OK, thank you. Now, I need the date of service and bill charges for the claim.
[CUSTOMER][NEUTRAL] 328 25 total charge 13,329.
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] OK. Yes, ma'am. We received that claim on [PII].
[AGENT][NEUTRAL] It processed on [PII].
[AGENT][NEUTRAL] The claim number is 359-732-5.
[AGENT][NEUTRAL] And it paid out for $3,598.83.
[CUSTOMER][NEUTRAL] Do you have the check number?
[AGENT][NEUTRAL] Um, yes, it was a single check and the check number is 2042803.
[CUSTOMER][POSITIVE] OK, thank you so much, um, there's no reference number?
[AGENT][NEUTRAL] Um, you can use my name and today's date for the reference number. My name is [PII]. Um it's spelled [PII] My last [PII] is [PII] and today's date. Um, is there anything else that I can assist you with?
[CUSTOMER][POSITIVE] No, that's all. You have a good day.
[AGENT][NEUTRAL] You do the same, [PII]. Thank you for calling APL. Mm bye.