AccountId: 011433970860
ContactId: 10ddf74a-5212-49c9-a21e-c5f02b8606ed
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 131000 ms
Total Talk Time (AGENT): 61488 ms
Total Talk Time (CUSTOMER): 65998 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/10ddf74a-5212-49c9-a21e-c5f02b8606ed_20250603T19:05_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] Hi [PII], I just need to see if you guys have a claim on file and are working on it.
[AGENT][NEUTRAL] I can verify
[AGENT][NEUTRAL] I can verify claim status. May I have your name and the policy number?
[CUSTOMER][NEUTRAL] Uh, my name is [PII].
[CUSTOMER][NEUTRAL] And the policy number is 01688423M as in Mary, L as in Larry, 8.
[AGENT][POSITIVE] Thank you. [PII], may I have a good callback number for you?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Her name is [PII]. Date of birth [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. May I have the date of service?
[CUSTOMER][NEUTRAL] [PII] total charge was $370. This is listed as their secondary. I had sent it through the mail with the copy of the primary's explanation of benefits. I just wanna know if you got it.
[AGENT][NEUTRAL] OK, thank you. And for future reference, you may visit our website at [PII] to check claim status as well. This was received and processed under claim number 3576089. No benefits were payable, the policy terminated.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And it looks like
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Not payable policy terminated when?
[AGENT][NEUTRAL] Looks like this plan turned on [PII].
[CUSTOMER][NEUTRAL] Oh, OK, so it's really old. OK, alright, thank you, [PII]. Can I have a reference number for this call?
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Yes, it will be my name, which is [PII] Last initial is [PII] along with today's date.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][POSITIVE] OK, thank you so much. Have a great day.
[AGENT][POSITIVE] [PII], you're so welcome and thank you for calling American Public Life, [PII]. Have a great day. Bye-bye.
[CUSTOMER][POSITIVE] OK you too bye bye.