AccountId: 011433970860
ContactId: 29777ec4-e775-4bf3-b416-e549bb653a79
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 156690 ms
Total Talk Time (AGENT): 54626 ms
Total Talk Time (CUSTOMER): 69338 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/22/29777ec4-e775-4bf3-b416-e549bb653a79_20250522T16:17_UTC.wav
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[AGENT][POSITIVE] Thank you for calling American Public Life. This is [PII]. How can I help you?
[CUSTOMER][POSITIVE] Hi, good, good, um.
[CUSTOMER][NEUTRAL] Morning [PII]. My name is [PII] calling from um Orlando Health Medical Group calling in regards to a claim.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, I can help you with that, uh, [PII], could I get a callback number?
[CUSTOMER][NEUTRAL] Sure, call back number is [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. The policy number you're calling on?
[CUSTOMER][NEUTRAL] Policy number 01417753M as in Mary LA.
[CUSTOMER][NEUTRAL] Got
[AGENT][NEUTRAL] OK, if I could get that one more time, 014.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Uh-huh. It's 014177.
[CUSTOMER][NEUTRAL] 53 M as in Mary, L as in Lima 8 the number 8.
[AGENT][NEUTRAL] OK, patient, patient's name and date of birth?
[CUSTOMER][NEUTRAL] I have [PII] [PII].
[AGENT][NEUTRAL] OK, thank you so much for verifying the policy and you say you're calling uh on claim for a claim and what is the date of service?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] That's [PII] for 120,960.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, looks like we did receive the claim, um, and we requested the primary explanation of benefits, uh, that was requested on [PII].
[CUSTOMER][NEUTRAL] OK, so you and um can we fax that over or?
[AGENT][NEUTRAL] You can.
[CUSTOMER][NEUTRAL] OK, the fax number?
[AGENT][NEUTRAL] Fax number is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEGATIVE] We'retention it claims.
[CUSTOMER][POSITIVE] Attention claim. OK, thank you so much, [PII] you have a great day.
[AGENT][POSITIVE] You're welcome. Is there anything else I can help you with?
[CUSTOMER][POSITIVE] No, that was it. Thank you.
[AGENT][POSITIVE] OK. You're welcome, [PII]. Have a wonderful day. Thank you for calling APL.
[CUSTOMER][POSITIVE] You too as well.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] OK bye bye.