AccountId: 011433970860
ContactId: 3428cce5-bc08-475a-8277-aeedb7e02845
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 184399 ms
Total Talk Time (AGENT): 56865 ms
Total Talk Time (CUSTOMER): 70979 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2024/12/30/3428cce5-bc08-475a-8277-aeedb7e02845_20241230T18:01_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] Is this a uh medical uh line?
[AGENT][NEUTRAL] Uh, yes, it is.
[CUSTOMER][NEUTRAL] OK. So my name is [PII] and I want to know the claim status.
[AGENT][POSITIVE] OK, I can help you with that.
[AGENT][NEUTRAL] OK, uh, could I get a callback number for you please?
[CUSTOMER][NEUTRAL] So it's [PII].
[AGENT][NEUTRAL] OK. And could I get the spelling of your first name, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh, that's your name, [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. Could I get the policy number you're calling on?
[CUSTOMER][NEUTRAL] Sure. It's 02496908.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] It's [PII] and the date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you so much for verifying the account and you did say you were calling for status. What is the date of service?
[CUSTOMER][NEUTRAL] So, it's [PII].
[AGENT][NEUTRAL] The total bill?
[CUSTOMER][NEUTRAL] So the total bill is $570.89.
[AGENT][NEUTRAL] OK, uh, let me see, [PII]. OK, I do not show we have a claim on file for [PII].
[CUSTOMER][NEUTRAL] All right. So, uh, may I know the, your name, please?
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] [PII]?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So you didn't receive claim, right?
[AGENT][NEUTRAL] We do not have it on file.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So, uh, your, I mean, mailing address would be [PII]. Am I correct?
[AGENT][POSITIVE] That is correct. Yes, sir.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you so much. So, what will be the call reference number?
[AGENT][NEUTRAL] To reference the call, you'll use my name and today's date.
[CUSTOMER][NEUTRAL] OK. I have more claims for this.
[AGENT][NEUTRAL] For the same patient or a different patient?
[CUSTOMER][NEUTRAL] Different patient. Just again, I'm providing you the
[AGENT][NEUTRAL] What is the policy number?
[CUSTOMER][NEUTRAL] Just a second please.
[CUSTOMER][POSITIVE] No, I don't have that. I'm sorry about that.
[AGENT][POSITIVE] OK. Yeah, you're welcome. You have a wonderful day. Thank you for calling APL.
[CUSTOMER][POSITIVE] Thank you so much.