AccountId: 011433970860
ContactId: 161def34-e830-4caf-bb7a-428f67b74410
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 237789 ms
Total Talk Time (AGENT): 78931 ms
Total Talk Time (CUSTOMER): 74166 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/08/161def34-e830-4caf-bb7a-428f67b74410_20250508T13:10_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] Um, I have to check, uh, 2 claims I'd like to check if I could, please.
[AGENT][NEUTRAL] I can verify claim status. May I have your name and the policy number?
[CUSTOMER][NEUTRAL] Sure, I'm [PII] from Monroe Urgent Care, and the policy number is 02506005.
[AGENT][NEUTRAL] 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] [PII]
[CUSTOMER][NEUTRAL] [PII], and it's [PII].
[AGENT][POSITIVE] Thank you for
[AGENT][NEUTRAL] Thank you for verifying that information. May I have a date of service?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Total bill amount?
[CUSTOMER][NEUTRAL] 600
[AGENT][NEUTRAL] Thank you for future reference. You may visit our website at [PII] to check claim status as well. One moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Looks like this is being processed as we speak. It has not been completed, but it is actually being processed right now.
[CUSTOMER][NEUTRAL] Oh, OK, good. um I do have one other one.
[CUSTOMER][NEUTRAL] And it is.
[CUSTOMER][NEUTRAL] What do you want first?
[AGENT][NEUTRAL] The data service?
[CUSTOMER][NEUTRAL] Uh, it's a different person.
[AGENT][NEUTRAL] Oh, OK. OK. One moment. Let me close this one out. No worries.
[CUSTOMER][NEUTRAL] Sorry. Yeah.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK, may I have a policy number?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] It is 02296933.
[AGENT][NEUTRAL] Thank you. Patient's name and date of birth.
[CUSTOMER][NEUTRAL] It's [PII] and it's [PII] and it's [PII].
[AGENT][POSITIVE] Thank you. And date of service.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And as of today, I'm not showing we have received data service 121 of 24.
[AGENT][NEUTRAL] Would you like to fax it?
[CUSTOMER][NEUTRAL] Really? I sent it
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] The fax number is 877.
[AGENT][NEUTRAL] 3659423 attention claims.
[CUSTOMER][POSITIVE] Perfect, thank you so much.
[AGENT][POSITIVE] [PII], you're so welcome. Is there
[CUSTOMER][NEUTRAL] That's all I need for today.
[AGENT][POSITIVE] Well, thank you for calling American Public Life, [PII]. Have a great day.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][NEUTRAL] Bye-bye.