AccountId: 011433970860
ContactId: 2c61055b-701e-44c0-a512-60ca66422e5f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 120019 ms
Total Talk Time (AGENT): 51850 ms
Total Talk Time (CUSTOMER): 36388 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/17/2c61055b-701e-44c0-a512-60ca66422e5f_20250417T15:57_UTC.wav
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[AGENT][POSITIVE] Thank you for calling American Public Life. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] [PII], I've got very little information to go on. I need to get claim status, please.
[AGENT][NEUTRAL] OK, I can help you with that. Could I get your name and a callback number?
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And do you have the policy number?
[CUSTOMER][NEUTRAL] I got a policy uh certification number is 02475218.
[AGENT][NEUTRAL] The patient's name and date of birth.
[CUSTOMER][NEUTRAL] It's [PII]. Date of birth is [PII].
[AGENT][POSITIVE] Thank you so much for verifying the account and you said status today. What is the date of service you're checking?
[CUSTOMER][NEUTRAL] Uh, the new service was.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK, I do show the claim received. It looks like the claim processed on [PII] paying a total of $150.
[CUSTOMER][NEUTRAL] Does that
[CUSTOMER][NEUTRAL] That'll be paid to us right the provider.
[AGENT][POSITIVE] Correct, yes, it was paid to the provider.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Is there anything else I can help you with? Yes, ma'am. The claim number is 358-8148.
[CUSTOMER][NEUTRAL] Can I get the claim number?
[CUSTOMER][NEUTRAL] OK, and a reference number for our call?
[AGENT][NEUTRAL] To reference our call, you will use my name, [PII] and today's date.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome. You have a wonderful day, [PII]. Thank you for calling APL. Bye bye.
[CUSTOMER][NEUTRAL] You too.
[CUSTOMER][NEUTRAL] Bye.