AccountId: 011433970860
ContactId: cef7e574-34e0-4cee-ae2d-0f35fcb196f7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 86839 ms
Total Talk Time (AGENT): 32097 ms
Total Talk Time (CUSTOMER): 36065 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/06/cef7e574-34e0-4cee-ae2d-0f35fcb196f7_20250106T17:19_UTC.wav
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[AGENT][NEUTRAL] APL, my name is [PII]. How may I assist you today?
[CUSTOMER][NEUTRAL] Hi, good morning, [PII]. My name is [PII]. I'm calling from provider's office trying to get claim status for a patient.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] I'd be happy to assist with claim status today [PII], if I can get a good call back number for you.
[CUSTOMER][NEUTRAL] Yeah, uh, callback number is [PII].
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] So the question that is 02415918.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][NEUTRAL] And what is the date of service?
[CUSTOMER][NEUTRAL] The data service is [PII] for this submitted amount of $2,434.
[AGENT][NEUTRAL] Thank you for that information. I'm not showing we have that claim on file.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK, um, what's your mailing address?
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And that's in [PII]?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And the zip code is [PII].
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Miss [PII], can I have a reference number?
[AGENT][NEUTRAL] Reference is just my name and today's date and time. Was there anything else I could assist with today?
[CUSTOMER][POSITIVE] No ma'am, that's it thank you.
[AGENT][POSITIVE] Thank you for calling APL. You have a good day.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][NEUTRAL] Bye.