AccountId: 011433970860
ContactId: d212b3c2-d3f1-401d-a20f-3ad9be7564fe
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 106569 ms
Total Talk Time (AGENT): 22619 ms
Total Talk Time (CUSTOMER): 43318 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/25/d212b3c2-d3f1-401d-a20f-3ad9be7564fe_20250425T20:42_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello, [PII]. I'm I'm [PII] from provider's office. I want to know the claim status.
[AGENT][NEUTRAL] OK, and I missed your name. What was that?
[CUSTOMER][NEUTRAL] I'm [PII]
[AGENT][NEUTRAL] OK, thank you. And do you have a good callback number, [PII]?
[CUSTOMER][NEUTRAL] Callback number is [PII].
[AGENT][NEUTRAL] OK, and I can help you with claim status. Do you have the policy number of the patient?
[CUSTOMER][NEUTRAL] 949198.
[AGENT][NEUTRAL] Patient name and date of birth?
[CUSTOMER][NEUTRAL] Patient's name is [PII].
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And what is that date of service and bill charges?
[CUSTOMER][NEUTRAL] [PII] will build the amount of $43,430 even.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And you said [PII]?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] I don't show a claim on file for that date of service.
[CUSTOMER][NEGATIVE] I don't like
[CUSTOMER][NEUTRAL] OK, got it.
[CUSTOMER][NEUTRAL] May I know, uh, what, may I, may I know, once again, please?
[AGENT][NEUTRAL] Um
[CUSTOMER][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Is anyone there?