AccountId: 011433970860
ContactId: 1ed8aaec-5269-4c38-9f2d-8556a009d38a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 204500 ms
Total Talk Time (AGENT): 79939 ms
Total Talk Time (CUSTOMER): 107873 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/1ed8aaec-5269-4c38-9f2d-8556a009d38a_20250603T15:18_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] Yes, good morning. My name is [PII]. How are you?
[AGENT][POSITIVE] I'm great. How are you?
[CUSTOMER][POSITIVE] I'm doing fine, thank you. Rainy day in [PII], but South [PII].
[AGENT][POSITIVE] Yay.
[CUSTOMER][NEUTRAL] Uh, yes, yes, um, can I'm checking, uh, I'm trying, I'm calling to check the status on the claim that we submitted a while ago and we still haven't received payment.
[AGENT][NEUTRAL] I can verify claim status, and may I have a policy number?
[CUSTOMER][NEUTRAL] It's 021-89963 M as in Mary, L as in Lalo and number 8.
[AGENT][POSITIVE] Thank you. May I have a good callback number for you?
[CUSTOMER][NEUTRAL] It's area code [PII].
[AGENT][NEUTRAL] Thank you. May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Her name is [PII].
[CUSTOMER][NEUTRAL] And her date of birth is [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. May I have a date of service?
[CUSTOMER][NEUTRAL] The date of service on this is [PII].
[AGENT][NEUTRAL] Total bill amount?
[CUSTOMER][NEUTRAL] Uh, let me see what was the total bill on this claim. I know there's 160.
[CUSTOMER][NEUTRAL] 208.
[CUSTOMER][NEUTRAL] Uh, the remaining was 10208.
[CUSTOMER][NEUTRAL] $1720 was the charge amount of the claim.
[AGENT][POSITIVE] Thank you and thank you for verifying that information for future reference, you may visit our website at [PII] to check claim status as well.
[AGENT][NEUTRAL] As of today, I'm not showing that we have received data service 28-2024. Let me verify under.
[CUSTOMER][NEUTRAL] Hm.
[AGENT][NEUTRAL] Any other policies in case they got put under a different policy.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEGATIVE] And it is not.
[CUSTOMER][NEUTRAL] Let's see if she
[AGENT][NEUTRAL] Would you like to fax it over?
[CUSTOMER][POSITIVE] Oh, that would be great, or could I fax it?
[AGENT][NEUTRAL] The fax number 877.
[AGENT][NEUTRAL] 365942.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] I'm sorry, can you say 877? I'm sorry, I mean.
[AGENT][NEUTRAL] 877-3659423 attention claims.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Attention claims, OK.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, and your name one more time please?
[AGENT][NEUTRAL] It's [PII] Last initial is [PII] along with today's date. [PII], is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] No, that would be it. Um, let's see if I have any other claim outstanding from APL. I just received a payment for one, so I was just checking if there's anything here. If not, I'll just call back or I'll check online like you say. OK, [PII], thank you so much. Let me fax this claim over to you with the explanation of benefits from the primer. Have a good day.
[AGENT][POSITIVE] You're so welcome.
[AGENT][POSITIVE] And I thank you for calling American Public Life. Have a great day. Bye-bye.
[CUSTOMER][POSITIVE] Thank you bye bye.