AccountId: 011433970860
ContactId: e286f310-12cc-4cab-babb-5d85f9f41840
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 117129 ms
Total Talk Time (AGENT): 40050 ms
Total Talk Time (CUSTOMER): 40251 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/09/e286f310-12cc-4cab-babb-5d85f9f41840_20250409T18:06_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] calling from provider office to check the claim status. Could help on it please.
[AGENT][NEUTRAL] Sure, I can check on a claim for you. uh, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII] is a direct line to me.
[AGENT][NEUTRAL] OK, thank you. And then do you have that policy number?
[CUSTOMER][NEUTRAL] Yes, it's 02557111.
[AGENT][NEUTRAL] OK, and then, uh, what was the name and date of birth for the number please?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] That's [PII] [PII].
[AGENT][NEUTRAL] OK, um, [PII], if you wouldn't mind, could you repeat that policy number, please? I think I might have misheard it.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] 02557111
[AGENT][NEUTRAL] OK, one moment please.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK and then uh what was the date of birth again? I apologize.
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][POSITIVE] OK, thank you so much for verifying that. I'm so sorry uh what was the date of service for this claim?
[CUSTOMER][NEUTRAL] Date of service is [PII].
[AGENT][NEUTRAL] OK, and this was for [PII], correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I'm not showing that we've received any claims for this member.
[CUSTOMER][NEUTRAL] You have not issued any uh claims for this member, right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][POSITIVE] Thank you.