AccountId: 011433970860
ContactId: 450db88a-32ce-480f-82f5-ad7c16c2a632
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 207970 ms
Total Talk Time (AGENT): 72165 ms
Total Talk Time (CUSTOMER): 83670 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/12/450db88a-32ce-480f-82f5-ad7c16c2a632_20250212T18:26_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, hi [PII], this is [PII]. I'm calling to check, um, I'm not sure if I could do a claim status for one of our patients because I'm not able to find anything on the portal.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I can help you. What's your name?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] Spell it for me.
[CUSTOMER][NEUTRAL] Sure, [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And the policy number?
[CUSTOMER][NEUTRAL] Policy number is going to be D as in David 45302482.
[AGENT][NEUTRAL] Spell the patient's first and last name.
[CUSTOMER][NEUTRAL] First name is [PII] Last name is [PII]
[AGENT][NEUTRAL] And what's a good call?
[CUSTOMER][NEUTRAL] And uh
[AGENT][NEUTRAL] What's a good call back number in case we're disconnected?
[CUSTOMER][NEUTRAL] I'm sorry, go ahead.
[CUSTOMER][NEUTRAL] Sure it's [PII]. It's a direct line.
[AGENT][POSITIVE] Thank you, give me one moment to pull up the file, OK?
[CUSTOMER][POSITIVE] Appreciate it.
[AGENT][NEUTRAL] And what state does the patient reside?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And the date of birth?
[CUSTOMER][NEUTRAL] Date of birth is going to be [PII].
[AGENT][POSITIVE] OK. Thank you for verifying that for me, [PII].
[CUSTOMER][POSITIVE] No Problem.
[AGENT][NEUTRAL] Let me give you the policy number for American Public Life.
[CUSTOMER][POSITIVE] No problem.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I have 248.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 5915 and did you say you're checking claim status?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] For what date of service?
[CUSTOMER][NEUTRAL] Date of service is going to be for [PII].
[AGENT][NEUTRAL] The total build?
[CUSTOMER][NEUTRAL] $1,374 even.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] And you said [PII]?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, I do not show an [PII] data service on file for Calvin.
[CUSTOMER][NEUTRAL] OK, and is the Calvin uh was active with the policy at that moment at that time frame?
[AGENT][NEUTRAL] Mhm, this policy, mhm, this policy effective date I'm showing is [PII].
[AGENT][NEUTRAL] And
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEGATIVE] No longer active as of [PII], so actually it lapsed before that date of service.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] OK, I believe that's all I needed. Is there a call reference number for today, ma'am?
[AGENT][NEUTRAL] You'll use my name in today's state as your reference. [PII]
[AGENT][NEUTRAL] First initial last name is [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Any other questions, [PII]?
[CUSTOMER][POSITIVE] Alright [PII] thank you so that'd be all. Thank you so much for your help and you have a wonderful day.
[AGENT][POSITIVE] You're welcome thanks for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.