AccountId: 011433970860
ContactId: 4ef17f0d-d7a5-4c9d-9020-306104ba365a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 318100 ms
Total Talk Time (AGENT): 87031 ms
Total Talk Time (CUSTOMER): 104999 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/11/4ef17f0d-d7a5-4c9d-9020-306104ba365a_20250611T17:38_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] Hi, my name is [PII].
[CUSTOMER][NEUTRAL] Could you help me to check on a claim status morning?
[AGENT][NEUTRAL] I can verify claim status. May I have a policy number?
[CUSTOMER][NEUTRAL] 20137731.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] That is not a valid policy number. I can do a name search or a social security number search.
[CUSTOMER][NEUTRAL] OK. The name is.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Can you spell it, please?
[CUSTOMER][NEUTRAL] Yes. The first name is [PII] The last name is [PII]
[AGENT][NEUTRAL] Date of birth?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you. Can you spell your first name and a good callback number?
[CUSTOMER][NEUTRAL] Yes, my first name is [PII] My callback number is [PII].
[AGENT][POSITIVE] Thank you. One moment.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That's
[AGENT][NEUTRAL] Is [PII] the subscriber?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Um, yes, I think so. The insured name is [PII] and the patient's name is [PII].
[AGENT][NEUTRAL] OK. And that's [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Cause I'm not pulling up a [PII], nor am I pulling up a Chandler.
[AGENT][NEUTRAL] Do you have the group number?
[CUSTOMER][NEUTRAL] Um, yes, I have.
[CUSTOMER][NEUTRAL] 25141.
[AGENT][POSITIVE] Thank you, one moment.
[CUSTOMER][NEUTRAL] What's
[AGENT][NEUTRAL] OK, so the policy number is 02137731. May I have a date of service?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] Do the services.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Total bill amount?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] $295. 13 cents on 3.
[AGENT][NEUTRAL] Thank you. For future reference, you may visit our website at [PII] to check claim status as well.
[AGENT][NEUTRAL] And as of today, I'm not showing we have received this claim on file for 414 of 25.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Would you like to fax it over?
[CUSTOMER][NEUTRAL] Uh, no, we have sent it through the mailing address.
[AGENT][NEUTRAL] OK. Would you like to verify the mailing address?
[CUSTOMER][NEUTRAL] Yes, sure.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh yes.
[CUSTOMER][NEUTRAL] OK, can you provide the call reference number?
[AGENT][NEUTRAL] It will be my name, which is [PII] Last initial is [PII] along with today's date. [PII], is there anything else I can assist you with?
[CUSTOMER][NEUTRAL] I have the other information this morning.
[AGENT][POSITIVE] Well, thank you for calling.
[CUSTOMER][POSITIVE] Thank you for the information.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] You're welcome and thank you for calling American Public Life, [PII]. Have a great day. Bye-bye.
[CUSTOMER][POSITIVE] Good bye bye.