AccountId: 011433970860
ContactId: f4600882-fa01-4682-9c0b-c674aaa01703
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 122040 ms
Total Talk Time (AGENT): 25599 ms
Total Talk Time (CUSTOMER): 56181 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/14/f4600882-fa01-4682-9c0b-c674aaa01703_20250514T16:03_UTC.wav
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[CUSTOMER][NEUTRAL] Morning. Hi.
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, how are you? My name is [PII]. I'm calling from Doctor [PII]. I would like to check, yes, because this is the first time I send the claim.
[CUSTOMER][NEUTRAL] Uh, can I give, um, can I wanna know, yes, if you got the claim?
[AGENT][NEUTRAL] OK. Uh, I missed your name. What was that?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], OK, and do you have a good callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] I will put you on hold just for 1 2nd, OK? Give me just 1 2nd please.
[AGENT][NEUTRAL] OK, sure.
[CUSTOMER][POSITIVE] Hi, OK, sorry, thank you so much for your wait, all right.
[AGENT][NEUTRAL] That's OK. OK, and do you have the policy number for that patient?
[CUSTOMER][NEUTRAL] Yes I have. It is 02595506.
[AGENT][NEUTRAL] And what was the patient name and date of birth?
[CUSTOMER][NEUTRAL] Uh, the patient's name is [PII], [PII].
[AGENT][NEUTRAL] OK, and you were wanting to check on a claim status?
[CUSTOMER][NEUTRAL] I sent it a a claim like but I said it's the first time I work with uh this kind of insurance and the day of service is [PII]. I would like to know if you, I know it's early to be paid, but at least I wanna know if you got it.
[AGENT][NEUTRAL] Yes, it looks like we received it and it's currently in processing.
[CUSTOMER][POSITIVE] All right, OK, that is the only only uh question I have. Thank you so much for your time.
[AGENT][POSITIVE] OK, thank you for calling APL. Have a great day.
[CUSTOMER][POSITIVE] OK you too bye bye.
[AGENT][NEUTRAL] Bye bye.