AccountId: 011433970860
ContactId: 41d21024-72c3-4986-a8e7-9c85875ee876
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 311899 ms
Total Talk Time (AGENT): 54144 ms
Total Talk Time (CUSTOMER): 86879 ms
Interruptions: 2
Overall Sentiment: AGENT=0.6, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/03/41d21024-72c3-4986-a8e7-9c85875ee876_20250103T15:39_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yeah, this is [PII] calling provide the site for claim status.
[AGENT][NEUTRAL] I can verify claim status. [PII]. May I have a policy number?
[CUSTOMER][NEUTRAL] The policy number is ACG 527.
[AGENT][NEUTRAL] I'm sorry, may I have a policy number?
[CUSTOMER][NEUTRAL] Just a moment.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Can you find the patient name and date of birth?
[AGENT][NEUTRAL] May I have the first and last name spelled out, please?
[CUSTOMER][NEUTRAL] Yeah. First name [PII]
[CUSTOMER][NEUTRAL] Last name [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] Yeah, correct.
[AGENT][NEUTRAL] And the date of birth?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] May I have a good callback number for you?
[CUSTOMER][NEUTRAL] Yeah, [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you one moment.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] Still searching, one moment.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] I'm claiming.
[AGENT][NEUTRAL] Is this for medical?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] I can you can give me I know.
[CUSTOMER][NEUTRAL] So I I don't get.
[CUSTOMER][NEUTRAL] That goes in between.
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] Thank you for verifying that information. Please be advised that verification of coverage does not guarantee the payment of a claim. May I have a date of service?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] Data service is [PII].
[AGENT][NEUTRAL] I'm not showing any claims.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] For that data service, one moment.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] this in English?
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] I'm not showing any claims being received for 924-2024 for [PII].
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] OK. OK. Just a moment.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] Hi, I call the neighbor.
[CUSTOMER][NEUTRAL] Like.
[CUSTOMER][NEUTRAL] Just a second.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] It's
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Is there anything else I can assist you with today, [PII]?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] OK. No, thank you for this.
[CUSTOMER][POSITIVE] Have a nice day. Thank you.
[AGENT][POSITIVE] Thank you for calling American Public Life, [PII]. Have a great day. Bye-bye.
[CUSTOMER][NEUTRAL] OK.