AccountId: 011433970860
ContactId: 4a9a73d2-1d88-4a1d-a25a-b2dae500772f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 156100 ms
Total Talk Time (AGENT): 68741 ms
Total Talk Time (CUSTOMER): 59581 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/13/4a9a73d2-1d88-4a1d-a25a-b2dae500772f_20250113T16:57_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] Uh hi, this is [PII]. That is [PII] calling from provider's office to check on claims.
[AGENT][NEUTRAL] I can verify claim status. May I have a policy number?
[CUSTOMER][NEUTRAL] 01628529
[AGENT][POSITIVE] Thank you. May I have a good callback number?
[CUSTOMER][NEUTRAL] Oh yes, that is [PII].
[AGENT][NEUTRAL] Thank you. May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] That is [PII], [PII], sorry, [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. One moment.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, but before we proceed, I would like to inform you that this call is being recorded for training and quality purpose. So are you OK with it?
[AGENT][NEUTRAL] Yes. May I have a date of service?
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Uh, [PII] [PII] $1310 even.
[AGENT][NEUTRAL] I'm sorry, can you repeat the dollar amount?
[CUSTOMER][NEUTRAL] $1310 even.
[AGENT][NEUTRAL] Thank you for future reference, you may visit our website at [PII], check claim status. One moment.
[AGENT][NEUTRAL] And as of today, I'm not showing we have received data service 10-24-2024.
[CUSTOMER][NEUTRAL] Uh, no, that is 104-2024.
[AGENT][NEUTRAL] 1004.
[CUSTOMER][NEUTRAL] Yeah, right.
[AGENT][POSITIVE] OK, thank you one moment.
[AGENT][NEUTRAL] This processed under claim number?
[CUSTOMER][NEUTRAL] This
[AGENT][NEUTRAL] 352-863-7.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Looks like we are asking for the primary insurance explanation of benefits.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. May I have fax number?
[AGENT][NEUTRAL] Yes, it will be [PII].
[AGENT][NEUTRAL] 3659423 attention claims.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][POSITIVE] All right, OK then, so thank you so much. Have a good day.
[AGENT][POSITIVE] You're so welcome and thank you for calling American Public Life. Have a great day. Bye-bye.
[CUSTOMER][NEUTRAL] You too bye.