AccountId: 011433970860
ContactId: f82b9142-67f4-4e30-b5ff-da5b4c223279
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 154300 ms
Total Talk Time (AGENT): 49122 ms
Total Talk Time (CUSTOMER): 39309 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/02/f82b9142-67f4-4e30-b5ff-da5b4c223279_20250502T15:49_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, calling for claim status please.
[AGENT][NEUTRAL] OK, can I get your name and a good callback number?
[CUSTOMER][NEUTRAL] Is that [PII]
[AGENT][NEUTRAL] I'm sorry, I missed your name. Was that [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you, [PII].
[AGENT][NEUTRAL] OK, do you have the policy number of the patient?
[CUSTOMER][NEUTRAL] Um, I do. It is 022.
[CUSTOMER][NEUTRAL] 96628 ML8
[AGENT][NEUTRAL] Patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and then did you say claim status or benefits?
[CUSTOMER][NEUTRAL] Claim status state of service is 331F25.
[AGENT][NEUTRAL] OK, let me see.
[AGENT][NEUTRAL] And what were the bill charges?
[CUSTOMER][NEUTRAL] Um, for $338.36.
[AGENT][NEUTRAL] OK, and was that for offices?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. Looks like we processed that on, let's see.
[AGENT][NEUTRAL] Uh, 4:30 [PII], uh, payment went out yesterday for $50.
[CUSTOMER][NEUTRAL] OK. And what's your uh claim number?
[AGENT][NEUTRAL] Claim number is 359-6708.
[CUSTOMER][NEUTRAL] And is there a check number yet?
[AGENT][NEUTRAL] Uh, let's see.
[AGENT][NEUTRAL] I don't have a check number populated yet.
[AGENT][NEUTRAL] Should populate by Monday.
[CUSTOMER][POSITIVE] Alrighty, thank you so much is your reference.
[AGENT][NEUTRAL] Uh, reference is my name, [PII], first initial to last name [PII], and today's date.
[CUSTOMER][POSITIVE] Thank you. Have a good day.
[AGENT][POSITIVE] Thanks for calling APL as well. Bye-bye.