AccountId: 011433970860
ContactId: fa213aff-093b-4803-9f30-20313fca21e4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 187559 ms
Total Talk Time (AGENT): 43799 ms
Total Talk Time (CUSTOMER): 51152 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/04/fa213aff-093b-4803-9f30-20313fca21e4_20250404T20:39_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello, I'm [PII] calling from provider's office. I want to check the claim status.
[AGENT][NEUTRAL] Hey [PII], I can help you with claim status. Do you have a policy number of a patient?
[CUSTOMER][NEUTRAL] Yes, it's 01702711.
[AGENT][NEUTRAL] S
[AGENT][POSITIVE] OK, could you repeat that one more time? I'm so sorry.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] 01702711.
[AGENT][NEUTRAL] And the patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII]. The date of birth is [PII].
[AGENT][NEUTRAL] What was the patient's last name?
[CUSTOMER][NEUTRAL] Uh, [PII], it's [PII] for [PII].
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] And the, what was the first name?
[CUSTOMER][NEUTRAL] [PII]. It's [PII].
[AGENT][NEUTRAL] No
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, what was that date of service?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Uh, don't show a claim on file for her.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] So,
[CUSTOMER][NEUTRAL] Is this patient eligible for this data service?
[AGENT][NEUTRAL] Um, yes, your policy is effective [PII] or [PII], and the policy is active.
[CUSTOMER][NEUTRAL] OK. OK. So, can I have your name, please?
[AGENT][NEUTRAL] Uh my name is [PII]. It's [PII] and then first initial to my last name is [PII].
[AGENT][NEUTRAL] And then today's date with my name would be the reference number.
[CUSTOMER][POSITIVE] OK, [PII]. Uh, so thank you, [PII]. That's all for today.
[AGENT][POSITIVE] OK, thank you for calling APL. Have a good weekend.
[CUSTOMER][POSITIVE] Have a good day. Bye-bye.
[AGENT][POSITIVE] Thank you