AccountId: 011433970860
ContactId: 2c3ea6ac-44d6-4d9c-a583-cffc4c1255ca
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 157509 ms
Total Talk Time (AGENT): 62691 ms
Total Talk Time (CUSTOMER): 51612 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/26/2c3ea6ac-44d6-4d9c-a583-cffc4c1255ca_20250226T19:47_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, my name is [PII]. Can you please help me with the claim?
[AGENT][NEUTRAL] I can verify claim status. May I have a policy number?
[CUSTOMER][NEUTRAL] Sure. Policy ID 144.
[CUSTOMER][NEUTRAL] 925
[AGENT][NEUTRAL] Hi, may I have a policy number?
[CUSTOMER][NEUTRAL] Yes, uh
[CUSTOMER][NEUTRAL] It is 144.
[CUSTOMER][NEUTRAL] 925
[CUSTOMER][NEUTRAL] 7
[CUSTOMER][NEUTRAL] M as in Mary, L as in Lima, number 5.
[AGENT][POSITIVE] Thank you. May I have a good callback number for you, [PII]?
[CUSTOMER][NEUTRAL] It is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] My name, [PII].
[CUSTOMER][NEUTRAL] And the date of birth is [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. May I have the date of service?
[CUSTOMER][NEUTRAL] Date of services
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] In total bill amount?
[CUSTOMER][NEUTRAL] $3,323.84.
[AGENT][NEUTRAL] Thank you for future reference, you may visit our website at [PII] to check claim status as well. One moment.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEGATIVE] And as of today, I'm not showing data service 221-2024 being received for [PII].
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK. Could you please confirm that the policy is active or not?
[AGENT][NEUTRAL] OK, this policy terminated to [PII]. There is no active policy on file.
[CUSTOMER][NEUTRAL] It was uh terminated on [PII].
[AGENT][NEUTRAL] That is correct. [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEGATIVE] And there's no active policy with us.
[CUSTOMER][POSITIVE] OK. Thank you. Thank you for your help.
[AGENT][POSITIVE] You're welcome. Is there anything else I can assist you with?
[CUSTOMER][NEUTRAL] No, thank you.
[AGENT][POSITIVE] [PII], thank you for calling American Public Life. Have a great day. Bye-bye.