AccountId: 011433970860
ContactId: 298cc19e-7bb8-4c94-b21c-10f81653bcd6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 140869 ms
Total Talk Time (AGENT): 47468 ms
Total Talk Time (CUSTOMER): 58281 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/28/298cc19e-7bb8-4c94-b21c-10f81653bcd6_20250528T19:50_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, uh, you said your name is [PII]?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Hi, good afternoon, my name is [PII].
[CUSTOMER][NEUTRAL] [PII]. I am calling just to follow up um to check status on on one of my claims please.
[AGENT][NEUTRAL] I can verify claim status. May I have a policy number?
[CUSTOMER][NEUTRAL] Yes, uh, that would be 01669831.
[AGENT][NEUTRAL] May I have a good callback number for you?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you one moment.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] Uh, that's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. May I have the date of service?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Total bill amount.
[CUSTOMER][NEUTRAL] One is 1,452.
[CUSTOMER][NEUTRAL] And I have another one for the same date.
[CUSTOMER][NEUTRAL] For $350.00.
[AGENT][NEUTRAL] Thank you. So as of today, I do not show we received data service for [PII].
[AGENT][NEUTRAL] Make sure there's not open claims.
[AGENT][NEUTRAL] And there's no claims pending or nothing open. Would you like to fax them over?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, please, the fax number is [PII]?
[AGENT][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] OK, I will go ahead and fax it. OK, what is, I'm sorry, what is your name again?
[AGENT][NEUTRAL] It's [PII] Last initial is [PII] along with today's date.
[CUSTOMER][POSITIVE] Excellent [PII] thank you so much have a nice day.
[AGENT][POSITIVE] [PII], you're so welcome. And thank you for calling American Public Life. Have a great day. Bye-bye.
[CUSTOMER][NEUTRAL] You too bye.