AccountId: 011433970860
ContactId: 3c19eff5-4b81-499c-b268-1c7ff61ceffa
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 169160 ms
Total Talk Time (AGENT): 49081 ms
Total Talk Time (CUSTOMER): 44541 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/3c19eff5-4b81-499c-b268-1c7ff61ceffa_20250602T17:05_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] I'm just looking for the status of a claim.
[AGENT][NEUTRAL] May I have a callback number?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII] no extension.
[AGENT][NEUTRAL] And [PII], may I please have a policy number?
[CUSTOMER][NEUTRAL] 02556438
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] That would be
[CUSTOMER][NEUTRAL] Uh, [PII], [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, and may I please have the date of service and total bill?
[CUSTOMER][NEUTRAL] That would be [PII].
[CUSTOMER][NEUTRAL] And that's for 1 2nd.
[CUSTOMER][NEUTRAL] 414.
[AGENT][NEUTRAL] And that is for [PII]?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] So for the data services member does not have a claim on file.
[CUSTOMER][NEUTRAL] OK, could you give me an address to send that to?
[AGENT][NEUTRAL] Yes, that address is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Perfect and can I have a reference number as well?
[AGENT][NEUTRAL] Yes, the call reference would be my first name [PII], last initial of [PII] and today's date. And is there anything else that I can assist you with today, [PII]?
[CUSTOMER][POSITIVE] Uh, no, ma'am, but thank you very much for helping me with this.
[AGENT][POSITIVE] You're welcome and thank you for calling American Public Life. Have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you, bye.