AccountId: 011433970860
ContactId: 511e8591-86cd-4fdf-9eb5-3e2ac552315b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 220929 ms
Total Talk Time (AGENT): 91079 ms
Total Talk Time (CUSTOMER): 94283 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/2025/02/28/511e8591-86cd-4fdf-9eb5-3e2ac552315b_20250228T17:14_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good morning. Thank you for calling American Public Life. This is [PII]. How may I help you?
[AGENT][POSITIVE] Good morning. Thank you for calling American Public Life. How may I help you?
[CUSTOMER][NEUTRAL] Yeah, can you hear me?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, [PII], uh, I'm [PII]. I have a claim, so and I need a claim status.
[AGENT][NEUTRAL] I can verify claim status. May I have your first name and the policy number?
[CUSTOMER][NEUTRAL] First name is [PII]. It's [PII], my last initial name.
[CUSTOMER][NEUTRAL] OK, and the policy number is 01978581.
[AGENT][NEUTRAL] May I have a good callback number for you?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Date of birth is [PII] and the member name is [PII].
[CUSTOMER][NEUTRAL] The
[AGENT][NEUTRAL] Thank you. May I have a date of service?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And is that [PII]?
[CUSTOMER][NEUTRAL] 083 020 24. Yes.
[AGENT][NEUTRAL] Thank you. May I have total bill amount?
[CUSTOMER][NEUTRAL] It's uh 73, 100, I mean 773071.
[AGENT][NEUTRAL] Thank you. For future reference, you may visit our website at [PII] to check claim status as well. One moment, I'll get this pulled up.
[CUSTOMER][NEUTRAL] Mhm. OK.
[AGENT][NEUTRAL] So was this an inpatient from [PII]?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK, so number is not active on that data service.
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] You said ma is active or not?
[AGENT][NEUTRAL] No, ma'am. Was the data service [PII]?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] This processed under claim number 3517766, no benefits were payable, the max was met.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] For this data service.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Can you uh provide me the OB on my fax number?
[AGENT][NEUTRAL] Yes, may I have your, may I have your fax number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]. I'll fax this right over.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Uh, no.
[AGENT][NEUTRAL] Thank you for calling American Public Life. I'll fax this right over.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK, can you call me call license number?
[AGENT][NEUTRAL] Yes, it will be my name which is [PII] Last initial is [PII] along with today's date.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're so welcome and thank you for calling American Public Life. Have a great day. Bye-bye.
[CUSTOMER][POSITIVE] You too bye bye. Happy weekend.
[AGENT][NEUTRAL] Same to you. Bye-bye.