AccountId: 011433970860
ContactId: efec7078-0f50-47d6-ae8f-f200b7051671
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 111139 ms
Total Talk Time (AGENT): 31229 ms
Total Talk Time (CUSTOMER): 25137 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/02/efec7078-0f50-47d6-ae8f-f200b7051671_20250502T18:13_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Line. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII]. This is [PII]. I'm calling on behalf of Coolan Clinic. How are you?
[AGENT][POSITIVE] I'm good how are you?
[CUSTOMER][NEUTRAL] Good. I was calling to see if I can check the status of a claim, please, for a patient.
[AGENT][NEUTRAL] I can help you with that, [PII]. Could I get a callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. The policy number you're calling on?
[CUSTOMER][NEUTRAL] 966733
[AGENT][NEUTRAL] OK, the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK, and you did say you were checking status today.
[AGENT][NEUTRAL] What is the data service you're checking?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Data service is 10-1524.
[AGENT][NEUTRAL] Mm, OK.
[AGENT][NEUTRAL] OK, I do not show we have a claim on file. Is this a medical claim?
[AGENT][NEUTRAL] Would this be for medical services?
[AGENT][NEUTRAL] Hello.
[AGENT][NEUTRAL] Hello.