AccountId: 011433970860
ContactId: 00ed3b37-cef5-49ce-a722-2756f1c5d6a0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 156919 ms
Total Talk Time (AGENT): 59741 ms
Total Talk Time (CUSTOMER): 71444 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/24/00ed3b37-cef5-49ce-a722-2756f1c5d6a0_20250624T15:20_UTC.wav
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[AGENT][NEUTRAL] For calling American Public Life, this is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Good morning. My name is [PII]. I'm calling from Homestead Hospital to get the status on a claim.
[AGENT][NEUTRAL] OK, I can help you with that, [PII]. Could I get a callback number for you?
[CUSTOMER][NEUTRAL] [PII], it's a direct line.
[AGENT][NEUTRAL] Thank you. The policy number you're calling on?
[CUSTOMER][NEUTRAL] 02479246 ML 8.
[AGENT][NEUTRAL] OK, hold one moment, sorry about that and the system issues.
[AGENT][NEUTRAL] OK, let me get that one more time. I apologize. 724.
[CUSTOMER][NEUTRAL] It's OK.
[CUSTOMER][NEUTRAL] Uh, then, no, 02.
[CUSTOMER][NEUTRAL] 479246 ML 8.
[AGENT][NEUTRAL] OK. Patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] OK, thank you so much for verifying her policy and you did say status today. What is the date of service you're checking?
[CUSTOMER][NEUTRAL] OK. Uh-huh. [PII] for $15,553 even.
[AGENT][NEUTRAL] OK, I do not show we have that claim on file.
[AGENT][NEUTRAL] You can um resubmit the claim. You can fax it over for quicker processing.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] So, what's that fax number?
[AGENT][NEUTRAL] Fax number is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And would you like to just verify you have the correct mailing address?
[CUSTOMER][NEUTRAL] Uh, I have to let me see if they have it, um, I want my dad to change screen.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes ma'am, that is the correct mailing address.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alright, I'll send it via fax. Thank you.
[AGENT][POSITIVE] You're welcome. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] Mm, no, that was it. Thank you. Bye-bye.
[AGENT][POSITIVE] OK. Have a wonderful day. Thank you for calling APO. Bye-bye.
[CUSTOMER][NEUTRAL] You too, bye.
[CUSTOMER][NEUTRAL] Mhm