AccountId: 011433970860
ContactId: 05b56dd8-75fb-4b91-b16f-b16e862797d8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 143089 ms
Total Talk Time (AGENT): 72400 ms
Total Talk Time (CUSTOMER): 76461 ms
Interruptions: 2
Overall Sentiment: AGENT=1, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/23/05b56dd8-75fb-4b91-b16f-b16e862797d8_20250423T13:45_UTC.wav
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[AGENT][POSITIVE] Thank you for calling American Public Life. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I was just calling to check the status on a claim.
[AGENT][NEUTRAL] OK, I can help you with that. May I have your name and a callback number?
[CUSTOMER][NEUTRAL] My name is [PII] and a good call back at [PII] option 7.
[AGENT][NEUTRAL] Thank you. The policy number you're calling on?
[CUSTOMER][NEUTRAL] Yes, it is 023702964. Yeah, so they're well aware of it and they are paying copay.
[AGENT][NEUTRAL] OK, that's too many numbers.
[CUSTOMER][NEUTRAL] I was just um.
[AGENT][NEUTRAL] 023702964
[CUSTOMER][NEUTRAL] Um, did you put a note on the one that was in earlier because I was, OK, thank you. On the card actually it says policy.
[CUSTOMER][NEUTRAL] 02585240.
[AGENT][NEUTRAL] The patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], uh [PII].
[AGENT][NEUTRAL] OK, and you did say you were calling for status today. What is the data service?
[CUSTOMER][NEUTRAL] Yes, uh, [PII].
[AGENT][NEUTRAL] Total bill
[CUSTOMER][NEUTRAL] $160.
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] OK, it looks like uh the claim was processed. It looks, uh, the claim did deny, um, the policy only pays for services due to sickness or injury, uh, so any routine services, uh, would not be covered.
[CUSTOMER][NEUTRAL] OK, um, will we get an explanation of benefits for this?
[AGENT][NEUTRAL] Yes, so it looks like it was processed on the [PII], which, uh, let's see, uh, and the explanation of benefits would have been mailed out the following day.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] So you should receive it shortly. OK, is there anything else I can help you with?
[CUSTOMER][POSITIVE] OK perfect.
[CUSTOMER][NEUTRAL] OK, and can I just have a reference number? Nope, that's it.
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] To reference our call, you'll use my name, [PII] and today's date.
[CUSTOMER][POSITIVE] OK awesome thank you so much for your help.
[AGENT][POSITIVE] You're welcome, [PII]. You have a wonderful day. Thank you for calling APL. Bye bye.
[CUSTOMER][NEUTRAL] You too.
[CUSTOMER][NEUTRAL] Bye bye.