AccountId: 011433970860
ContactId: 32652bbc-9bca-4385-8765-6752eaac41e4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 108709 ms
Total Talk Time (AGENT): 49725 ms
Total Talk Time (CUSTOMER): 36454 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/10/32652bbc-9bca-4385-8765-6752eaac41e4_20250610T15:41_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] My name is [PII] calling from our provider's office checking the status of a claim.
[AGENT][NEUTRAL] OK, I can help you with that. [PII], could I get a callback number?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. What is the policy number you're calling on?
[CUSTOMER][NEUTRAL] 022.
[CUSTOMER][NEUTRAL] 71
[CUSTOMER][NEUTRAL] 382.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you for that. And you did say status today. What is today the service?
[CUSTOMER][NEUTRAL] 324 25.
[AGENT][NEUTRAL] OK, I do not show we have a claim on file for 324-25.
[CUSTOMER][NEUTRAL] Can it all be faxed?
[AGENT][NEUTRAL] Yes, ma'am. You can fax it. Our fax number for claims is 877.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] 365.
[AGENT][NEUTRAL] 942 3.
[CUSTOMER][NEUTRAL] Attention claim.
[AGENT][NEUTRAL] Attention claims, yes, ma'am. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Is the mailing address [PII]?
[AGENT][NEUTRAL] Yes, ma'am. [PII].
[CUSTOMER][NEUTRAL] [PII]. Mhm.
[AGENT][NEUTRAL] Mhm. [PII].
[CUSTOMER][NEUTRAL] OK, just a call reference.
[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. Thank you for calling APL.
[CUSTOMER][NEUTRAL] You too.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] Bye.