AccountId: 011433970860
ContactId: 0b9d9a5b-e785-4f18-8200-2c69e3bc383b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 328179 ms
Total Talk Time (AGENT): 94455 ms
Total Talk Time (CUSTOMER): 120095 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/21/0b9d9a5b-e785-4f18-8200-2c69e3bc383b_20250121T15:11_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] Yeah, hi [PII]. My name is [PII] calling from office looking on the claim status.
[AGENT][NEUTRAL] Can I get a callback number please?
[CUSTOMER][NEUTRAL] Yeah, so the callback number is [PII]. What's the direct line, and if you don't mind, could you please spell your name for me?
[AGENT][POSITIVE] Thank you. What is the?
[AGENT][NEUTRAL] [PII] Could I get the policy number, please?
[CUSTOMER][NEUTRAL] Policy number is 02466399.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] Patient's name is [PII] and the last name is
[CUSTOMER][NEUTRAL] [PII]. And the date of birth is [PII]. I'm sorry [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, you said you were calling for status. What is the data service you're checking on?
[CUSTOMER][NEUTRAL] Uh, it's um [PII].
[CUSTOMER][NEUTRAL] And the total bill amount of $423 even 4 to 3.
[AGENT][NEUTRAL] Total bill.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] OK. Hold one moment.
[CUSTOMER][NEUTRAL] Go you.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] A
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] OK, I do show the claim received on.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] The claim processed and paid on [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] A payment of $100 was made to the provider.
[CUSTOMER][NEUTRAL] Mm, do you mind.
[CUSTOMER][NEUTRAL] Alright, could you please help me to pay $103 right?
[AGENT][NEUTRAL] $100.
[CUSTOMER][NEUTRAL] $100.
[CUSTOMER][NEUTRAL] Mm, OK. Is there any partial denials?
[AGENT][NEUTRAL] The policy pays $100 towards the for a physician visit. That is the maximum allowed.
[CUSTOMER][NEUTRAL] OK, and could you please tell me, is it paid through your your check?
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] Yeah, could you please help me whether it is paid through EFT or check?
[AGENT][NEUTRAL] It was a single check.
[CUSTOMER][NEUTRAL] Um, could you please help me check number for me?
[AGENT][NEUTRAL] Check number is 1855471.
[CUSTOMER][NEUTRAL] Hold on.
[CUSTOMER][NEUTRAL] Uh, issue date is [PII], right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK and could you please help me with the pay to address for me?
[AGENT][NEUTRAL] Page to address is [PII].
[CUSTOMER][NEUTRAL] Hm
[CUSTOMER][NEUTRAL] Yeah, could you please uh help me in the cash it also?
[AGENT][NEUTRAL] Cash, uh, the check cleared on June.
[AGENT][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm, yeah, could you please send that to you will be through fax for me.
[AGENT][NEUTRAL] What is the fax number?
[CUSTOMER][NEUTRAL] And the fax number is [PII]. And then to that it's my name [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, that, uh, ELB will be faxed in the next 10 minutes. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] Yeah, I just helped me with the call reference number, that's it.
[AGENT][NEUTRAL] Yes, sir, to reference the call, you will use my name, [PII] and today's date.
[CUSTOMER][POSITIVE] Yeah, thank you so much for that, [PII], and have a nice day bye bye.
[AGENT][POSITIVE] You're welcome, [PII]. You have a wonderful day. Thank you for calling APL. Bye-bye.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Bye bye.