AccountId: 011433970860
ContactId: ed14e254-77a2-4c79-95cc-81c9231f6e3a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 173839 ms
Total Talk Time (AGENT): 50318 ms
Total Talk Time (CUSTOMER): 43398 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/07/ed14e254-77a2-4c79-95cc-81c9231f6e3a_20250407T19:23_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh hello, this is [PII] calling from AdventHealth. I wanted a claim status.
[AGENT][NEUTRAL] OK, GO can help you with claim status. Do you have a good callback number?
[CUSTOMER][NEUTRAL] Yeah, it would be [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. Do you have the policy number of the patient?
[CUSTOMER][NEUTRAL] Uh yes. It is 254.
[CUSTOMER][NEUTRAL] 9492.
[AGENT][NEUTRAL] And the patient name and date of birth?
[CUSTOMER][NEUTRAL] Patient's name is [PII]
[CUSTOMER][NEUTRAL] [PII]. Date of birth would be [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And do you have the date of service?
[CUSTOMER][NEUTRAL] Data service would be [PII].
[AGENT][NEUTRAL] That was [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Uh, I don't show a claim on file.
[CUSTOMER][NEUTRAL] OK, just a second.
[CUSTOMER][NEUTRAL] Uh, and can I know the payer ID?
[AGENT][NEUTRAL] Payer ID is 60801.
[CUSTOMER][NEUTRAL] And the mailing address?
[AGENT][NEUTRAL] The mailing address is [PII].
[CUSTOMER][NEUTRAL] OK. And is the patient eligible?
[AGENT][NEUTRAL] Uh yes, policy is effective [PII] and currently active.
[CUSTOMER][POSITIVE] OK, thank you for this information.
[CUSTOMER][NEUTRAL] And yeah, can I get your name and the call reference?
[AGENT][NEUTRAL] Uh, my name is [PII], and then first initial and last name is [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And today's date, my name and today's date is the call reference number.
[CUSTOMER][POSITIVE] OK. Thank you for helping me out today. Have a nice day.
[AGENT][POSITIVE] Thank you for calling APL. Have a great day.