AccountId: 011433970860
ContactId: 25dca1a6-f9b3-4516-ad96-474321a71911
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 101720 ms
Total Talk Time (AGENT): 38364 ms
Total Talk Time (CUSTOMER): 42861 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/16/25dca1a6-f9b3-4516-ad96-474321a71911_20250616T14:42_UTC.wav
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[AGENT][NEUTRAL] For calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I sent the fax, um, that has the secondary claims I was billing over to you guys. I would like to confirm if it was received. Are you able to assist with that?
[AGENT][NEUTRAL] May I have your name and the policy number?
[CUSTOMER][NEUTRAL] [PII] policy number is.
[CUSTOMER][NEUTRAL] 02583472
[AGENT][NEUTRAL] May I have a good call back number for you?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you one moment.
[AGENT][NEUTRAL] Patient's name and date of birth.
[CUSTOMER][NEUTRAL] This is for [PII]. Date of birth is.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. One moment.
[AGENT][NEUTRAL] Looks like.
[AGENT][NEUTRAL] We've received.
[AGENT][NEUTRAL] The reported date of [PII] and [PII].
[CUSTOMER][NEUTRAL] No, that's not. I just sent this this morning.
[AGENT][NEUTRAL] Oh, OK, so it has to take time to transmit over we won't see it in our system for a minute.
[AGENT][NEUTRAL] In a minute being at least 4 hours.
[CUSTOMER][NEUTRAL] OK, yeah, see that's what I was asking if I just sent the text so you'd be able to confirm that it was received. OK, thank you, [PII].
[AGENT][POSITIVE] Yes, ma'am. You're welcome. Thank you for calling American Public Life, [PII]. Have a great day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][NEUTRAL] Bye bye.