AccountId: 011433970860
ContactId: fe6fa094-d94f-4ac0-b1b3-20c7de01c802
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 177970 ms
Total Talk Time (AGENT): 64507 ms
Total Talk Time (CUSTOMER): 39840 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/05/fe6fa094-d94f-4ac0-b1b3-20c7de01c802_20250205T19:37_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Uh, yes, I need to check the status of a claim for a patient of ours.
[AGENT][NEUTRAL] Uh yes, ma'am. I can verify claim status for you and your name is?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] OK, and Miss [PII], do you have that policy number?
[CUSTOMER][NEUTRAL] Yes, it is 606-7887.
[AGENT][NEUTRAL] OK, thank you. One moment.
[AGENT][NEUTRAL] OK. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yes, ma'am. [PII].
[AGENT][NEUTRAL] OK, and verify that patient's name, date of birth.
[CUSTOMER][NEUTRAL] [PII], or it might also be under [PII]. His date of birth is [PII].
[AGENT][NEUTRAL] OK, and what was the data service and amount of the charge?
[CUSTOMER][NEUTRAL] It is [PII], and it's um a total of 121.
[AGENT][NEUTRAL] OK, thank you, Mr. [PII]. Give me one moment.
[AGENT][NEUTRAL] Let's see, [PII] of this year or last year, sorry.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It's for [PII].
[AGENT][NEUTRAL] Yeah, last year. I keep getting it mixed up with this year.
[AGENT][NEUTRAL] See.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] OK, uh, Ms. [PII], was this for looks like, um, or evaluation and PA?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK. I do show this claim was recently received on the [PII] and it's in line for processing.
[CUSTOMER][NEUTRAL] OK, do you mind if I can get a reference number for today's call as well?
[AGENT][NEUTRAL] Uh, we don't give reference numbers, but if you like, you may use my name in today's date.
[CUSTOMER][NEUTRAL] OK, thank you and how do you spell your name?
[AGENT][NEUTRAL] Uh yes, ma'am. It's [PII], last initial [PII].
[CUSTOMER][POSITIVE] All right thank you so much you have a great day.
[AGENT][POSITIVE] Alright, you too, Ms. [PII], and thank you for calling APL. Have a great day.
[CUSTOMER][POSITIVE] Yes ma'am, you too bye bye.
[AGENT][NEUTRAL] Bye.