AccountId: 011433970860
ContactId: 0be47819-3ff7-4672-bd4f-ca74e11ab951
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 133960 ms
Total Talk Time (AGENT): 66775 ms
Total Talk Time (CUSTOMER): 82974 ms
Interruptions: 5
Overall Sentiment: AGENT=1.2, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/25/0be47819-3ff7-4672-bd4f-ca74e11ab951_20250325T18:52_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] Oh.
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from [PII]. How you doing?
[AGENT][POSITIVE] I'm good. How are you, [PII]?
[CUSTOMER][NEUTRAL] I'm sorry, [PII], I'm calling because I need claim status please.
[AGENT][NEUTRAL] OK, I can help you with that. Uh, could I get a callback number for you?
[CUSTOMER][NEUTRAL] My direct number is [PII].
[AGENT][NEUTRAL] Thank you. And what is the policy number you're calling on?
[CUSTOMER][NEUTRAL] I have KZZ 4368 it's K.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] That's not one of our policy numbers.
[AGENT][NEUTRAL] This for American public life? OK.
[CUSTOMER][NEUTRAL] Oh, you know it's not. It's 24, no, no, no, I got it, I got it. 247-4401.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] born [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Thank you. And what you did say status today. What is the date of service?
[CUSTOMER][NEUTRAL] That date is [PII]. That claim [PII] was $19,477.86.
[AGENT][NEUTRAL] OK, I do not show we have a claim on file for [PII].
[AGENT][NEUTRAL] Uh, would you like to fax that over to us, or?
[CUSTOMER][NEUTRAL] OK, uh, well, you know what.
[CUSTOMER][NEUTRAL] I sure would, I sure would. What's that fax number?
[AGENT][NEUTRAL] Fax number is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And you can send to our claims department and just make sure you send the claim along with the primary explanation of benefits.
[CUSTOMER][NEUTRAL] I do tend to I make that to [PII].
[CUSTOMER][POSITIVE] Will do. Thank you so much, [PII]. You take care. You have a blessed day. Can I get a reference number or do I, can I get a reference number?
[AGENT][POSITIVE] You're welcome. You too, [PII]. Yeah.
[AGENT][NEUTRAL] Uh, to reference our call?
[AGENT][NEUTRAL] Yes, ma'am. To reference our call, you'll use my name, [PII]
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And the day OK.
[AGENT][NEUTRAL] And today's date, yes.
[CUSTOMER][POSITIVE] OK, in a day's day. I appreciate you. Thank, take care and have a blessed day. Bye bye, bye bye.
[AGENT][POSITIVE] You have a wonderful day yourself.