AccountId: 011433970860
ContactId: 316f3abc-f3e6-4d1e-8dea-7355099ffb33
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 108449 ms
Total Talk Time (AGENT): 52230 ms
Total Talk Time (CUSTOMER): 39700 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/17/316f3abc-f3e6-4d1e-8dea-7355099ffb33_20250117T16:50_UTC.wav
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[AGENT][NEUTRAL] For calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey, I'm trying to check to see if you've received the claim for a patient, please.
[AGENT][NEUTRAL] I can verify claim status. May I have your name and the policy number?
[CUSTOMER][NEUTRAL] My name is [PII]. The policy number for the patient is 02298302.
[AGENT][NEUTRAL] [PII], may I have a good callback number for you?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. Can I have a date of service?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And total bill amount?
[CUSTOMER][NEUTRAL] 29,530.
[AGENT][NEUTRAL] Thank you for future reference, you may visit our website at [PII] to check claim status as well.
[AGENT][NEUTRAL] And as of today, I don't show we received 10-11-2024. Can you verify the mailing address?
[CUSTOMER][NEUTRAL] Uh, yes, I am. Let's see.
[CUSTOMER][NEUTRAL] I have, um, [PII]. Is that right?
[AGENT][POSITIVE] Yes, yes, ma'am. That is the correct address.
[CUSTOMER][NEUTRAL] Do you have a, do you have a fax number?
[AGENT][NEUTRAL] Yes, ma'am. It's [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 3659423 attention claims.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Pension claims. All right. Thank you so much. I'll go ahead and get that taken care of.
[AGENT][POSITIVE] [PII], you're so welcome. Thank you for calling American Public Life. Have a great day.
[CUSTOMER][POSITIVE] Thank you. You too. Bye.
[AGENT][NEUTRAL] Bye-bye.