AccountId: 011433970860
ContactId: fbe5a531-213c-4677-b422-b2b92240010d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 247820 ms
Total Talk Time (AGENT): 88163 ms
Total Talk Time (CUSTOMER): 48869 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/03/fbe5a531-213c-4677-b422-b2b92240010d_20250203T20:18_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes, I need to check on a claim.
[AGENT][NEUTRAL] OK, sure, I can assist you with things and you're calling from provider's office or this is your personal policy?
[CUSTOMER][NEUTRAL] If I can't
[CUSTOMER][NEUTRAL] Say, say that again?
[AGENT][NEUTRAL] Are you calling from a provider's office or this is your personal policy?
[CUSTOMER][NEUTRAL] Oh yeah, just me, yeah.
[AGENT][NEUTRAL] OK, alright, and may I have your name and a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. Thank you, Miss [PII]. And may I have the policy number if you have it?
[CUSTOMER][NEUTRAL] 152876-1
[AGENT][NEUTRAL] Thank you. All right. And for security, may I have your date of birth, mailing address and email address, Miss [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] My address is [PII].
[CUSTOMER][NEUTRAL] [PII] and what was the next one?
[AGENT][NEUTRAL] The email address.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] All right, let's see.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK, let me pull this the most recent claim and see what's going on.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK, I'm waiting on the document to upload, OK?
[CUSTOMER][POSITIVE] Oh, no problem.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] And this was for [PII] and [PII].
[AGENT][NEUTRAL] For surgery?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Oh, OK. So it looks like we're still needing some information based on the um examiner. We're needing the diagnosis code.
[CUSTOMER][NEUTRAL] Oh, OK, and.
[AGENT][NEUTRAL] Yes. If you can contact.
[CUSTOMER][NEUTRAL] If I have it, can I just give it to you or do I?
[AGENT][NEUTRAL] We cannot take it over the phone.
[CUSTOMER][NEUTRAL] OK, alright.
[AGENT][NEUTRAL] Mhm. Yeah.
[CUSTOMER][NEUTRAL] All right, let me see what I can do.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, yeah, you can upload it or um just send in the information the same way you did um you can add it to it, but you can send it separately and we'll put it together, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, sounds good thank you so much.
[AGENT][POSITIVE] OK, sir. You're welcome. Is there anything else I may help you with today, Miss [PII]?
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][POSITIVE] No ma'am, have a good day.
[AGENT][POSITIVE] Mm you as well have a good afternoon. Mm bye bye.
[CUSTOMER][NEUTRAL] uh huh bye.