AccountId: 011433970860
ContactId: 1b412a0a-8418-4424-98cc-732173a2ac57
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 201710 ms
Total Talk Time (AGENT): 88891 ms
Total Talk Time (CUSTOMER): 55472 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/23/1b412a0a-8418-4424-98cc-732173a2ac57_20250523T18:23_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] I was calling for claim status, please.
[AGENT][NEUTRAL] Sure, I can check on a claim for you. Uh, what was your name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] You said [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, can I get a good call back number from you in case we're disconnected please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and then uh [PII], is this for your individual policy or are you with a provider?
[CUSTOMER][NEUTRAL] No, I'm a provider.
[AGENT][NEUTRAL] OK, do you have that policy number?
[CUSTOMER][NEUTRAL] I have 02267961.
[AGENT][NEUTRAL] OK and then what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] OK. The name is [PII].
[CUSTOMER][NEUTRAL] Her birth date is [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that. uh, what was the date of service for this claim?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and then that uh build out please.
[CUSTOMER][NEUTRAL] $30,138.99.
[AGENT][POSITIVE] Got it thank you one moment.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, so I am not showing that we actually we haven't received any claims for this number, um, so that would have to be resubmitted to us. um I can give you our mailing address fax number and we've got a payer ID as well.
[CUSTOMER][POSITIVE] OK, thank you. Can I have it, please?
[AGENT][NEUTRAL] Sure, absolutely, our mailing address is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And that is in [PII].
[AGENT][NEUTRAL] Zip code is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, you said the [PII]?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and then that fax number is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] 942 [PII].
[CUSTOMER][NEUTRAL] OK. And the pay ID?
[AGENT][NEUTRAL] Yes, it is 60801.
[CUSTOMER][NEUTRAL] 60801.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK, and it's address to American public or?
[AGENT][NEUTRAL] Uh, American Public Life.
[CUSTOMER][NEUTRAL] OK. And can you spell your name for me, please?
[AGENT][NEUTRAL] Sure it's [PII]. And was there anything else I could help you with, [PII]?
[CUSTOMER][NEUTRAL] Just a reference number, please.
[AGENT][NEUTRAL] A reference number would just be my first name, last initial, and today's date, and so my last initial is A.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Sure thank you have a great rest of your day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][POSITIVE] Thanks. Bye-bye.