AccountId: 011433970860
ContactId: cc46acce-1c96-438d-a217-ccd80e3e59a0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 129460 ms
Total Talk Time (AGENT): 26012 ms
Total Talk Time (CUSTOMER): 53022 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/2025/03/26/cc46acce-1c96-438d-a217-ccd80e3e59a0_20250326T16:15_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. This is [PII]. I'm calling to check the status of a claim.
[AGENT][NEUTRAL] OK, [PII], I can help you with claim status. Do you have a good callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] It is 00712942.
[AGENT][NEUTRAL] And the patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII]. Date of birth [PII].
[AGENT][NEUTRAL] And what was that date of service?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] No, I'm not pulling anything up for that date.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK, I'll get it reset.
[CUSTOMER][NEGATIVE] OK, I'll get it resent. Um, let me make sure I have the information correct. Give me just a second, my computer is going so slow today.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Sure, no problem.
[CUSTOMER][NEUTRAL] Um, I'm
[CUSTOMER][NEUTRAL] It's just driving me crazy, um.
[AGENT][NEUTRAL] Oh, totally understand. That was happening to me yesterday.
[CUSTOMER][NEUTRAL] Your payer ID is 60801.
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] OK, and you guys accept attachments?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] OK all right thank you [PII].
[AGENT][POSITIVE] All right, thank you, [PII]. Thank you for calling APL. Have a great day bye.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] You too bye bye.