AccountId: 011433970860
ContactId: eb8385eb-1d17-45dc-b1c9-4dcf90e56d79
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 125129 ms
Total Talk Time (AGENT): 49036 ms
Total Talk Time (CUSTOMER): 36152 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/eb8385eb-1d17-45dc-b1c9-4dcf90e56d79_20250603T15:25_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Yes, I'm calling about a claim.
[AGENT][NEUTRAL] OK, I can verify the claim status for you and your name is?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and Ms. [PII], what is the policy number, please?
[CUSTOMER][NEUTRAL] 214-619 I'm 6119 that's it.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, let's see, and Ms. [PII], do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and the patient's name, date of birth?
[CUSTOMER][NEUTRAL] [PII] it's um [PII].
[AGENT][NEUTRAL] OK, and what was the date of service and the amount of the charge?
[CUSTOMER][NEUTRAL] [PII] for $385.
[AGENT][POSITIVE] OK, thank you. Give me one moment please.
[AGENT][NEUTRAL] I don't show we received that claim yet. Uh, can you verify the address it was submitted to?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] It was uh sent electronically.
[AGENT][NEUTRAL] Uh, what's the pay ID?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Uh, that is correct. Um, if you like, I can give you a fax number if you like to fax it to us.
[CUSTOMER][NEUTRAL] I could do that, yeah, go ahead.
[AGENT][NEUTRAL] OK, it's [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] Uh yes ma'am, thank you for calling APL. Have a great rest of your day.
[CUSTOMER][POSITIVE] OK you too OK bye.
[AGENT][NEUTRAL] Bye.