AccountId: 011433970860
ContactId: d127ae1f-79e7-4443-98ff-acc885d5c689
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 133660 ms
Total Talk Time (AGENT): 40340 ms
Total Talk Time (CUSTOMER): 41269 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/25/d127ae1f-79e7-4443-98ff-acc885d5c689_20250625T15:50_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], I am calling to get claim status.
[AGENT][NEUTRAL] OK, I can help you with claim status. Can I get your name and a good callback number?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you, [PII]. And do you have the policy number for that patient?
[CUSTOMER][NEUTRAL] Mhm 599435.
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] Um, hold on, I'm gonna go back. [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And date of service and bill charges?
[CUSTOMER][NEUTRAL] It is
[CUSTOMER][NEUTRAL] [PII] build amount is $105.
[AGENT][NEUTRAL] No, it doesn't look like we have that claim on file. Can you resubmit?
[CUSTOMER][NEUTRAL] Yes, is it supposed to be going to um [PII]?
[AGENT][NEUTRAL] Uh, no, that's actually an old address. Let me give you our new [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, it's [PII].
[AGENT][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] And zip code is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I'll get that mailed out and can I have a reference number for this call?
[AGENT][NEUTRAL] Uh, reference number is just my name, [PII], first initial to last name, [PII], and today's date.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Thank you have a good one.
[AGENT][POSITIVE] OK, thanks for calling APL. You too. Bye-bye.
[CUSTOMER][NEUTRAL] Bye.