AccountId: 011433970860
ContactId: c8c8b82a-2638-4dce-9505-5c0ba155a99e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 243520 ms
Total Talk Time (AGENT): 57171 ms
Total Talk Time (CUSTOMER): 61273 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/20/c8c8b82a-2638-4dce-9505-5c0ba155a99e_20250620T20:17_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] This is [PII] with APL. How can I help you today?
[AGENT][NEUTRAL] Is anyone there?
[AGENT][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello, can you hear me?
[AGENT][NEUTRAL] I can hear you. Who am I speaking with?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, hi, this is [PII] calling the office.
[CUSTOMER][NEUTRAL] I.
[AGENT][NEUTRAL] OK, and can I get a good call back number in case we get disconnected?
[CUSTOMER][NEUTRAL] Yeah, it's [PII]. It's your direct line?
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, and I can help you with claim status. What is the policy number?
[CUSTOMER][NEUTRAL] Sorry?
[AGENT][NEUTRAL] What is the policy number?
[CUSTOMER][NEUTRAL] Yeah, so.
[CUSTOMER][NEUTRAL] Yeah, it's 02440118.
[AGENT][NEUTRAL] It looks like I just spoke with someone from this office who and we did all of this already.
[CUSTOMER][NEUTRAL] Yeah, that's right. But uh,
[AGENT][NEUTRAL] For the
[CUSTOMER][NEUTRAL] Yeah. Actually, I called previously, but I forgot to
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, I forgot to get the claim number for the claim. So that's why I can't call.
[AGENT][NEUTRAL] Oh, OK, OK.
[AGENT][NEUTRAL] I just want to make sure.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Give me just a moment.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Yeah, I actually forgot to look at the claim number.
[AGENT][NEUTRAL] That's OK.
[CUSTOMER][NEUTRAL] That's it. Mhm.
[AGENT][NEUTRAL] I just wanted to make sure it it wasn't a duplicate.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yeah. First name is [PII] and the last name is [PII].
[CUSTOMER][NEUTRAL] And the date of birth is [PII].
[AGENT][NEUTRAL] And the date of service?
[CUSTOMER][NEUTRAL] That one.
[CUSTOMER][NEUTRAL] Yeah, it's number [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Yeah, that's right.
[CUSTOMER][NEUTRAL] Could please have the claim number for me.
[AGENT][NEUTRAL] It is 354-769-2.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Yeah, thanks for that.
[CUSTOMER][NEUTRAL] And for the next claim also for the date of service [PII].
[AGENT][NEUTRAL] 357.
[AGENT][NEUTRAL] 8394.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Yeah, thanks for that.
[AGENT][NEUTRAL] And is there anything else I can help you with?
[CUSTOMER][NEUTRAL] No, that's all for today.
[AGENT][POSITIVE] OK, thank you for calling APL. You have a great day, OK?
[CUSTOMER][POSITIVE] Have a good day.
[AGENT][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] Bye.