AccountId: 011433970860
ContactId: 2ef285f7-b5de-4d7f-9a53-ca7fb2948ebc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 156979 ms
Total Talk Time (AGENT): 41547 ms
Total Talk Time (CUSTOMER): 65260 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/20/2ef285f7-b5de-4d7f-9a53-ca7fb2948ebc_20250220T17:17_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII] and I need help on a claim.
[AGENT][NEUTRAL] May I have a callback number please?
[CUSTOMER][NEUTRAL] [PII] and that is direct.
[AGENT][NEUTRAL] And are you the provider or the insured?
[CUSTOMER][NEUTRAL] Provider.
[AGENT][NEUTRAL] And may I have the policy number?
[CUSTOMER][NEUTRAL] It is back up.
[CUSTOMER][NEUTRAL] 02298029 ML 8
[AGENT][NEUTRAL] May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII], date of birth is [PII].
[AGENT][NEUTRAL] And how may I assist you?
[CUSTOMER][NEUTRAL] I'm checking for status on claim for data service [PII].
[CUSTOMER][NEUTRAL] Uh, no, it's not, it's [PII] for $520.
[AGENT][NEUTRAL] It's [PII] for [PII]20.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] And for this memory you can also check status via our secured portal that is [PII] and I'm pulling that up for you now.
[AGENT][NEUTRAL] It is showing that we have no claim on file for that date of service.
[CUSTOMER][NEUTRAL] OK. May I check a different data service?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] Total bill?
[CUSTOMER][NEUTRAL] Is $180.
[AGENT][NEUTRAL] No claim on file.
[CUSTOMER][NEUTRAL] Oh my goodness. Let me confirm I have your address correct.
[CUSTOMER][NEUTRAL] Uh, I have [PII]. Is that correct?
[AGENT][NEUTRAL] [PII], yes.
[CUSTOMER][POSITIVE] OK. All right, uh, I appreciate your time. Thank you so much.
[AGENT][POSITIVE] You're welcome. Thank you for calling American Public Life. Have a great day, Miss [PII].
[CUSTOMER][NEUTRAL] You too. Goodbye.
[AGENT][POSITIVE] Thank you.