AccountId: 011433970860
ContactId: 16f7297c-3aa3-4290-9944-cc62dd1c6ded
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 144380 ms
Total Talk Time (AGENT): 62800 ms
Total Talk Time (CUSTOMER): 51232 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/24/16f7297c-3aa3-4290-9944-cc62dd1c6ded_20250224T18:53_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], my name is [PII] calling from Atrium Health. I was calling to check claim status for a patient.
[AGENT][NEUTRAL] I can verify claim status. [PII]. May I have a policy number?
[CUSTOMER][NEUTRAL] 02512546 ML 8
[AGENT][POSITIVE] Thank you. May I have a good callback number for you?
[CUSTOMER][NEUTRAL] [PII], no extension.
[AGENT][NEUTRAL] Thank you. May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. One moment.
[AGENT][NEUTRAL] May I have the date of service?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And total bill amount?
[CUSTOMER][NEUTRAL] $1,415.
[AGENT][POSITIVE] Thank you for future reference you may visit our website at [PII] to check claim status as well.
[AGENT][NEUTRAL] And as of today, I'm showing we have not received data service to [PII].
[AGENT][NEUTRAL] Would you like to fax it over?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yes, and can I also confirm the mailing address is [PII]?
[AGENT][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] The fax number is [PII].
[AGENT][NEUTRAL] [PII] attention claims.
[CUSTOMER][NEUTRAL] Alright, and may I have the first initial to your last name and a reference number?
[AGENT][NEUTRAL] Yes, the reference will be my name, which is [PII] Last initial is [PII] along with today's date.
[CUSTOMER][POSITIVE] Great, thank you, have a good day.
[AGENT][POSITIVE] You're so welcome and thank you for calling American Public Life, [PII]. Have a great day. Bye-bye.
[CUSTOMER][NEUTRAL] You too bye.