AccountId: 011433970860
ContactId: 0acfb27d-1dae-4e32-b4ef-6c31030ed88e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 103360 ms
Total Talk Time (AGENT): 35282 ms
Total Talk Time (CUSTOMER): 49638 ms
Interruptions: 0
Overall Sentiment: AGENT=2.3, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/04/0acfb27d-1dae-4e32-b4ef-6c31030ed88e_20250304T16:31_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] For calling APL, this is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII], and I'm calling from Doctor [PII]'s office. Um, I just need to know if you ever received a claim on a patient of ours.
[AGENT][POSITIVE] Can I have a callback number for you and that policy number [PII] and I'll be able to assist you.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Of course. Um, [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] And the policy number?
[CUSTOMER][NEUTRAL] Uh, it's old, it's from 23. 1303865, M as in mother, L as in Louis, number 8.
[AGENT][NEUTRAL] Could you verify that patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] And what is the date of service, [PII]?
[CUSTOMER][NEUTRAL] Day of service, uh, [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEGATIVE] Calling to check the status of a claim for [PII]. We received the claim, however, the policy was terminated.
[CUSTOMER][NEUTRAL] Mm, OK, that's what happened.
[AGENT][NEUTRAL] This policy terminated?
[CUSTOMER][NEUTRAL] OK, do you have, uh.
[AGENT][NEUTRAL] The policy terminated [PII] and she has no active policy here at American Public Life.
[CUSTOMER][POSITIVE] OK. OK, great. OK, thank you so much. OK. Bye-bye.
[AGENT][POSITIVE] You're welcome. Is there anything else that I can assist you with today?
[CUSTOMER][POSITIVE] That's it thank you bye.
[AGENT][POSITIVE] Thanks for calling APL. Have a good day.