AccountId: 011433970860
ContactId: cfef90ad-aca6-4257-966d-26d0aaa13790
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 75160 ms
Total Talk Time (AGENT): 17001 ms
Total Talk Time (CUSTOMER): 47540 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/26/cfef90ad-aca6-4257-966d-26d0aaa13790_20250626T15:59_UTC.wav
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[AGENT][NEUTRAL] For calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I'm calling with the dental office.
[AGENT][NEUTRAL] OK, how can I help you?
[CUSTOMER][NEUTRAL] And my name is [PII]. um I am calling on a claim that has not been processed yet and we've called a few times now so I'm just wondering where we're at with the process.
[AGENT][NEUTRAL] OK, [PII], um, do you have a good callback number?
[CUSTOMER][NEUTRAL] I do [PII].
[AGENT][NEUTRAL] And do you have the policy number for that patient?
[CUSTOMER][NEUTRAL] I do 00987058.
[AGENT][NEUTRAL] And the patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] And what was the date of service and bill charges?
[CUSTOMER][NEUTRAL] OK, let's see here. date of service was mm a second here, sorry, a second here.
[CUSTOMER][POSITIVE] Oh my gosh, never mind, never mind, we're good. I'm sorry, you, you are good. I actually got payment, never mind. Thank you. You're good. Have a good day bye bye.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you. Thank you too. Bye-bye.