AccountId: 011433970860
ContactId: 092118a7-da0a-42d2-a0aa-0e776706dd39
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 219160 ms
Total Talk Time (AGENT): 80209 ms
Total Talk Time (CUSTOMER): 54400 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/08/092118a7-da0a-42d2-a0aa-0e776706dd39_20250508T19:40_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Hello. Good afternoon, [PII]. Good afternoon, [PII]. My name is [PII] calling you from the provider's office regarding claim status. How are you doing today?
[AGENT][POSITIVE] I'm great. How are you?
[CUSTOMER][POSITIVE] I'm doing good. Thank you so much for asking.
[AGENT][POSITIVE] I'll be happy to help you. I'm wonderful, thank you. I'll be happy to help you with the claim status. May I have a policy number?
[CUSTOMER][NEUTRAL] How about you?
[CUSTOMER][NEUTRAL] It is 02032964.
[AGENT][NEUTRAL] May I have a good callback number for you?
[CUSTOMER][NEUTRAL] Callback number is [PII] and it's a direct line.
[AGENT][NEUTRAL] Thank you. May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Member's last name is [PII]. First name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. One moment, I'll get this pulled up.
[AGENT][NEUTRAL] May I have a date of service?
[CUSTOMER][NEUTRAL] date of services
[CUSTOMER][NEUTRAL] [PII], bill amount of $290 even.
[AGENT][NEUTRAL] Thank you for future reference, you may visit our website at [PII] to check claim status as well.
[AGENT][NEGATIVE] And it looks like for data service 1023 of 24, we have not received as of today.
[AGENT][NEUTRAL] Would you like to fax it over?
[CUSTOMER][NEUTRAL] So there is no claim on file, right?
[AGENT][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] OK. And uh could you please confirm the payer ID?
[AGENT][NEUTRAL] 60801.
[CUSTOMER][NEUTRAL] Sorry?
[AGENT][NEUTRAL] 60801.
[CUSTOMER][NEUTRAL] Member affected date and termination date.
[AGENT][NEUTRAL] Policies effective [PII] and it is active.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So you, you accept both the paper and electronic, right?
[AGENT][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] Call reference number?
[AGENT][NEUTRAL] It will be my name, which is [PII] Last initial is [PII] along with today's date. [PII], is there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] I that.
[CUSTOMER][NEUTRAL] Just a moment.
[CUSTOMER][NEUTRAL] So could you please confirm the mailing address?
[AGENT][NEUTRAL] The mailing address is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] OK, thank you. Have a good day. Bye.
[AGENT][NEUTRAL] Yeah.