AccountId: 011433970860
ContactId: 51b8bc87-d77b-4954-9e26-6d105e4d3034
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 213449 ms
Total Talk Time (AGENT): 68543 ms
Total Talk Time (CUSTOMER): 90120 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/16/51b8bc87-d77b-4954-9e26-6d105e4d3034_20250616T15:48_UTC.wav
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[AGENT][POSITIVE] Thank you for calling American Public Life. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. This is [PII] calling from provider office. I'm calling regarding the claim status. Before proceeding, I would like to share you this call is recorded for training and quality purpose. Is it OK for you?
[AGENT][POSITIVE] Oh my gosh.
[AGENT][NEUTRAL] Yes, could I get a callback number please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] What is the policy number you're calling on?
[CUSTOMER][NEUTRAL] 1070425. Patient name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] What is the date of service you're checking?
[CUSTOMER][NEUTRAL] Date of service is [PII] with total charge.
[CUSTOMER][NEUTRAL] $4000 even.
[AGENT][NEUTRAL] OK, I do not show we have a claim on file for [PII].
[CUSTOMER][NEUTRAL] Um
[AGENT][NEUTRAL] Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] Uh yeah. Actually, I have. Uh, can you provide me the effective date and term date of the member?
[AGENT][NEUTRAL] Policy effective, let's see, hold on a moment.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Policy just effective [PII].
[CUSTOMER][NEUTRAL] It was after the.
[AGENT][NEUTRAL] Yeah, I do not show this policy effective until [PII].
[AGENT][NEUTRAL] I'm sorry, I'm sorry. Policy effective since [PII].
[AGENT][NEUTRAL] And still active.
[CUSTOMER][NEUTRAL] OK, [PII]. OK.
[CUSTOMER][POSITIVE] Thank you so much. OK.
[CUSTOMER][NEUTRAL] Can you help me with one more claim with the same number?
[AGENT][NEUTRAL] What is the date of service?
[CUSTOMER][NEUTRAL] Uh, date of service is [PII]. The total charge $499.63 even.
[AGENT][NEUTRAL] [PII] is not on file.
[CUSTOMER][POSITIVE] OK. Thank you so much, [PII]. And I have one more claim. I just need the
[CUSTOMER][NEUTRAL] Effective date.
[AGENT][NEUTRAL] You have one more claim for the same member or a different member?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Different member.
[AGENT][NEUTRAL] Hold one moment.
[AGENT][NEUTRAL] What is the policy number?
[CUSTOMER][NEUTRAL] 02030186. Mike Lima number 8.
[AGENT][NEUTRAL] The patient's name and date of birth.
[CUSTOMER][NEUTRAL] Patient name is, yeah, [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] And you need the effective date for this policy?
[CUSTOMER][NEUTRAL] Yeah, effective date and term date.
[AGENT][NEUTRAL] Policy effective since [PII] is still active.
[CUSTOMER][NEUTRAL] [PII], right?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] OK, thank you so much, [PII]. Have a good day.
[AGENT][POSITIVE] You have a wonderful day. Thank you for calling APL.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh huh bye.
[AGENT][NEUTRAL] Bye.