AccountId: 011433970860
ContactId: f1197223-52bd-4013-90c7-8d3292d771d0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 144440 ms
Total Talk Time (AGENT): 48510 ms
Total Talk Time (CUSTOMER): 46271 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/04/f1197223-52bd-4013-90c7-8d3292d771d0_20250304T16:31_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Yeah, I'm following up on a claim for a patient.
[AGENT][NEUTRAL] OK. May I ask who's calling?
[CUSTOMER][NEUTRAL] My name's [PII].
[AGENT][NEUTRAL] And do you have a phone number I can get in case we get disconnected, I can call you back?
[CUSTOMER][NEUTRAL] Yeah it's [PII].
[CUSTOMER][NEUTRAL] Do
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] It is 02148037.
[CUSTOMER][NEUTRAL] but let me get.
[AGENT][POSITIVE] Thank you, [PII]. Hold on one moment, please.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] What's the patient's name?
[CUSTOMER][NEUTRAL] Uh, first name is [PII], last name [PII].
[AGENT][NEUTRAL] And her date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, [PII], and you were needing benefits or claim status?
[CUSTOMER][NEUTRAL] Claim status.
[AGENT][POSITIVE] OK, I can help you with that one day of service.
[CUSTOMER][NEUTRAL] 122 of 25.
[AGENT][NEUTRAL] Was it for cleaning, X-ray?
[AGENT][NEUTRAL] Paro maintenance
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] You
[AGENT][NEUTRAL] That was paid on 211.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And how much?
[AGENT][NEUTRAL] Hold on just a moment, 19.
[CUSTOMER][NEUTRAL] Oh sorry, uh huh I'm impatient.
[AGENT][NEUTRAL] Oh, that's OK.
[CUSTOMER][NEUTRAL] That I just
[AGENT][NEUTRAL] $165.
[CUSTOMER][POSITIVE] Perfect and do you happen to have the check number?
[AGENT][NEUTRAL] 202-699-99.
[CUSTOMER][POSITIVE] Perfect and the last thing I need is a reference number.
[AGENT][NEUTRAL] We do not have reference numbers. You can use my name in today's date.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect thank you so much.
[AGENT][POSITIVE] Thank you, [PII], for calling APL. You have a good day.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][POSITIVE] Thank you. Bye-bye.