AccountId: 011433970860
ContactId: 1053b145-aa1e-4b67-90e6-7f60d25d4e4a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 76980 ms
Total Talk Time (AGENT): 18884 ms
Total Talk Time (CUSTOMER): 39332 ms
Interruptions: 0
Overall Sentiment: AGENT=2.2, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/30/1053b145-aa1e-4b67-90e6-7f60d25d4e4a_20250530T17:44_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi [PII]. My name is [PII]. How are you?
[AGENT][POSITIVE] I'm doing good. How about you?
[CUSTOMER][POSITIVE] I'm doing great, thank you for asking. uh, [PII], I'm calling on a claim that you guys process for a provider for Parkway Medical Group of Nevada.
[CUSTOMER][NEUTRAL] And I see you guys process the claim, but I, I just need to see if we are not contracted for um the date of service.
[AGENT][NEUTRAL] OK, may I have a callback number please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And may I have the policy number?
[CUSTOMER][NEUTRAL] Yes, it is 966204728.
[AGENT][NEUTRAL] OK, that's not one of our policy numbers.
[CUSTOMER][NEUTRAL] For Humana?
[AGENT][NEUTRAL] This is American Public Life.
[CUSTOMER][NEUTRAL] Am I calling you, man?
[CUSTOMER][POSITIVE] Oh, OK, OK, thank you. Sorry I had, I just got it off of my account. Thank you so much.
[AGENT][POSITIVE] Oh, it's no problem. Thank you for calling American Public Life. Have a great day.
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][POSITIVE] Thank you.