AccountId: 011433970860
ContactId: e75d5b54-e61b-4fb9-bfa2-0b35f4d7371c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 107400 ms
Total Talk Time (AGENT): 54031 ms
Total Talk Time (CUSTOMER): 37267 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/10/e75d5b54-e61b-4fb9-bfa2-0b35f4d7371c_20250310T18:17_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Um, yes, I'm trying to get claim status on the patient.
[AGENT][NEUTRAL] Sure, I can check on a claim for you. Uh, what was your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Hey, [PII], can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And then do you have the policy number?
[CUSTOMER][NEUTRAL] Um, the one I have on file is going to be 1449174ML5.
[AGENT][NEUTRAL] OK, and then uh what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] [PII]. Date of birth [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that and then what was the date of service for this claim?
[CUSTOMER][NEUTRAL] I have two. The first one is [PII].
[AGENT][NEUTRAL] 23. OK, one moment please.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, well, um, the policy number you gave me it actually terminated, um, [PII]. I did look to see if they had any others. This was the only policy they had with us. Did you still want me to check to see if we received this claim?
[CUSTOMER][NEUTRAL] Nope, that's OK. I just need a reference number.
[AGENT][NEUTRAL] Alright, was there anything else I can help you with? Sure, it would just be my first, sure, um, first name, last initial, and today's date, um so my name is spelled [PII]
[CUSTOMER][NEUTRAL] Just a reference number.
[CUSTOMER][NEUTRAL] And then the 3 1025?
[AGENT][NEUTRAL] Right.
[CUSTOMER][POSITIVE] All right, thank you so much.
[AGENT][POSITIVE] Alright, of course, thanks for calling APL. Have a great rest of your day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thanks bye bye.