AccountId: 011433970860
ContactId: 022903c6-02ac-4037-bc82-a978515a0c33
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 112410 ms
Total Talk Time (AGENT): 45538 ms
Total Talk Time (CUSTOMER): 37374 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=2.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/16/022903c6-02ac-4037-bc82-a978515a0c33_20250116T15:36_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes, hello, uh, [PII]. My name is [PII] and I'm calling from Lengs and Sleep Consultants billing department, and I'm just trying to get some claim status, please.
[AGENT][NEUTRAL] May I have a callback number and then the policy number?
[CUSTOMER][NEUTRAL] [PII]. Policy number I have is 13, I'm sorry, let me start over 913,550.
[AGENT][NEUTRAL] May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] And [PII], I have [PII].
[AGENT][NEUTRAL] And you're calling in for status of a claim?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] May I have the date of service and total bill?
[CUSTOMER][NEUTRAL] [PII] for the bill amount of $100 even.
[AGENT][POSITIVE] I'm pulling that up for you now.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] And for the claim, it does show that we received it on [PII]. It was processed on [PII].
[AGENT][NEUTRAL] That claim number is 351.
[AGENT][NEUTRAL] 1245 that claim process and it denied that the policy was not active at the time of service. This policy term date is 71-22. Is there anything else that I can assist you with today, [PII]?
[CUSTOMER][POSITIVE] No, that'll be all. I do appreciate your help. You have a good day now.
[AGENT][POSITIVE] You're welcome. Same to you. Thank you for calling American Public Life. Have a great day.
[CUSTOMER][POSITIVE] Thank you. Bye bye.