AccountId: 011433970860
ContactId: ffc38395-5e96-4909-a5bf-1913162ffb90
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 109809 ms
Total Talk Time (AGENT): 28679 ms
Total Talk Time (CUSTOMER): 32831 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/29/ffc38395-5e96-4909-a5bf-1913162ffb90_20250429T19:14_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah, hi, this is [PII] calling from products office to check on a claim status.
[AGENT][NEUTRAL] OK, I can check on a claim for you, and can I get a good call back number from you first in case we're disconnected please?
[CUSTOMER][NEUTRAL] Yeah, it's going to be [PII].
[AGENT][NEUTRAL] Thank you. And then do you have the policy number?
[CUSTOMER][NEUTRAL] Yeah, it's going to be 01879285 MLH.
[AGENT][NEUTRAL] OK, and what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] Yeah, it's going to be.
[CUSTOMER][NEUTRAL] [PII] The last name is [PII] and the date of birth is [PII].
[AGENT][POSITIVE] Perfect, thank you for verifying that and what was the date of service for this claim, please?
[CUSTOMER][NEUTRAL] It's going to be 130 of 2025 with the bill amount of $193 even.
[AGENT][NEUTRAL] OK thank you one moment.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] Was this, uh, what was the name of the provider's office this was with an?
[AGENT][NEUTRAL] And are you there? Can you hear me?