AccountId: 011433970860
ContactId: ea667f48-b2a1-42d6-9c34-8373835d02ff
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 158520 ms
Total Talk Time (AGENT): 52552 ms
Total Talk Time (CUSTOMER): 58012 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/27/ea667f48-b2a1-42d6-9c34-8373835d02ff_20250327T17:07_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Good afternoon, [PII]. My name is [PII]. I'm calling from Proto's office and I'm looking for claims.
[AGENT][NEUTRAL] OK, [PII], I can help you with claim status. Do you have the policy number of the patient?
[CUSTOMER][NEUTRAL] Yes, that's 02505.
[CUSTOMER][NEUTRAL] 763 M as in Mary, L as in Lima, number 8.
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] Patient's name is [PII].
[CUSTOMER][NEUTRAL] And date of birth is [PII].
[AGENT][NEUTRAL] And [PII], do you have a good callback number?
[CUSTOMER][NEUTRAL] Yes, that's [PII] and this is a direct line?
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] What was that date of service?
[CUSTOMER][NEUTRAL] [PII] and charge amount is $450.
[AGENT][NEUTRAL] And you said [PII], is that correct?
[CUSTOMER][POSITIVE] Uh, yes, that's correct.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, I'm not pulling up a claim for that date.
[CUSTOMER][NEUTRAL] Mm, actually we have been sending this claim via mail since last year and via mail, so, uh, [PII], may I know the, um, do you have any fax number where we can submit this claim?
[AGENT][NEUTRAL] Yes, um, the fax number is [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, and do you have any mailing address? like any email or something?
[AGENT][NEUTRAL] Billing and
[AGENT][NEUTRAL] Uh, no, we don't do email, but our mailing address is [PII] [PII].
[AGENT][NEUTRAL] And that's [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] All right. uh, thank you so much, [PII], for your assistance. May I know the reference number?
[AGENT][NEUTRAL] The reference number is my first name, last initial, [PII], and then D as in Delta, today's date. And can I help with anything else today, [PII]?
[CUSTOMER][POSITIVE] Yeah, it's a that for my queries. Thank you so much, [PII]. You have a nice one.
[AGENT][POSITIVE] Thanks for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] You too. Goodbye.