AccountId: 011433970860
ContactId: df9c6365-e536-4f33-ac14-e1c0bee106ec
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 153869 ms
Total Talk Time (AGENT): 56015 ms
Total Talk Time (CUSTOMER): 42827 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/06/df9c6365-e536-4f33-ac14-e1c0bee106ec_20250606T20:10_UTC.wav
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[AGENT][POSITIVE] Good Afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII].
[AGENT][NEUTRAL] OK, and how may I assist you today, [PII]?
[CUSTOMER][NEUTRAL] Actually, uh, I'm checking for claims service. Can you please help me with that?
[AGENT][NEUTRAL] Sure. What is the policy number?
[CUSTOMER][NEUTRAL] Uh, it's uh 026 09737.
[AGENT][NEUTRAL] And callback number in case the call drops?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK. What's the patient's name, date of birth?
[CUSTOMER][NEUTRAL] It's uh [PII] and the date of birth is [PII].
[AGENT][NEUTRAL] I don't show we received any claims for this patient. Can you verify the mailing address the claim was submitted to?
[CUSTOMER][NEUTRAL] This is, this is again, uh, so this this only through mailing.
[CUSTOMER][NEUTRAL] Can you please send me the payer ID?
[AGENT][NEUTRAL] Sure. 60801.
[CUSTOMER][NEUTRAL] And could you please help me with the mailing address?
[AGENT][NEUTRAL] [PII], [PII] [PII].
[CUSTOMER][NEUTRAL] Uh, thank you. Uh, could you please repeat that slowly? I need to write this down.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Thank you, thank you so much for that. Uh, can you please tell me the name?
[AGENT][NEUTRAL] It's [PII] last initial [PII], and as far as reference you may use my name at today's date.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][POSITIVE] OK, thank you. Thank you so much.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL. Bye.