AccountId: 011433970860
ContactId: 3c59b7b4-4cba-41ae-842f-0a6b50609ed5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 135039 ms
Total Talk Time (AGENT): 47218 ms
Total Talk Time (CUSTOMER): 46410 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/20/3c59b7b4-4cba-41ae-842f-0a6b50609ed5_20250320T16:04_UTC.wav
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[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello? Are you there?
[CUSTOMER][NEUTRAL] Hello? Can you hear me?
[AGENT][POSITIVE] Thank you for calling American Public Life. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII]. Uh, I'm calling from provider's office for claim status.
[AGENT][NEUTRAL] OK, I can help you with that. So could I get a call back number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. The policy number you're calling on?
[CUSTOMER][NEUTRAL] It's 01480062 M. like Mary, L for Lima 7.
[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 policy and you said status. What is the date of service?
[CUSTOMER][NEUTRAL] It's [PII] and the bill amount is $330.
[AGENT][NEUTRAL] OK, I do not show we've received a claim for uh [PII].
[AGENT][NEUTRAL] You can fax that claim over if you'd like.
[CUSTOMER][NEUTRAL] OK, um, may I have the fax number, please?
[AGENT][NEUTRAL] Yes ma'am, the fax number is [PII].
[AGENT][NEUTRAL] 365.
[AGENT][NEUTRAL] 942 3.
[CUSTOMER][POSITIVE] [PII]. Thank you so much. And can I have your name again with spell, please?
[AGENT][NEUTRAL] Yes, ma'am. It's spelled [PII] and to reference our call, you'll use my name and today's date.
[CUSTOMER][NEUTRAL] Can you please pronounce the names?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] OK, sure. Got it.
[CUSTOMER][POSITIVE] Thank you so much, [PII] and have a great day.
[AGENT][POSITIVE] You're welcome. You have a wonderful day. Thank you for calling APL. Bye bye.