AccountId: 011433970860
ContactId: cb390768-4008-4e62-ac1b-0ddcdc8b89b7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 93889 ms
Total Talk Time (AGENT): 19819 ms
Total Talk Time (CUSTOMER): 45996 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/01/cb390768-4008-4e62-ac1b-0ddcdc8b89b7_20250401T12:03_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] [PII], good morning. This is [PII] calling from Moina Medical Center. I need to verify um if you guys receive a claim for a member.
[AGENT][NEUTRAL] OK, I can help you, uh, [PII], what's the policy number and a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] OK. Phone number [PII].
[CUSTOMER][NEUTRAL] And the policy number is 021-94755.
[AGENT][NEUTRAL] And repeat your phone number for me please.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] Alright, thank you for that information and we're checking claim status for what day?
[CUSTOMER][NEUTRAL] Um, 99 16 2024.
[AGENT][NEUTRAL] And what's the total charge?
[CUSTOMER][NEUTRAL] So the one.
[CUSTOMER][NEUTRAL] Hm
[CUSTOMER][NEUTRAL] You know what? Never mind.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you, bye.