AccountId: 011433970860
ContactId: 52a95384-2316-4da6-b0d1-413494357db8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 155339 ms
Total Talk Time (AGENT): 57610 ms
Total Talk Time (CUSTOMER): 49871 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/25/52a95384-2316-4da6-b0d1-413494357db8_20250625T15:24_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, good morning, [PII]. My name is [PII]. I'm calling with providers office of Cleveland Clinic. I was calling for a claim status for a patient.
[AGENT][NEUTRAL] I can verify claim status, [PII]. May I have a policy number?
[CUSTOMER][NEUTRAL] Uh, the policy number 230.
[CUSTOMER][NEUTRAL] 81887.
[AGENT][POSITIVE] Thank you. May I have a good callback number for you?
[CUSTOMER][NEUTRAL] It's [PII] direct.
[AGENT][NEUTRAL] Thank you, may I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] The patient's name is [PII]
[AGENT][NEUTRAL] And date of birth?
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. May I have a date of service?
[CUSTOMER][NEUTRAL] The date of service is [PII].
[AGENT][NEUTRAL] In total bill amount?
[CUSTOMER][NEUTRAL] $174.
[AGENT][NEUTRAL] Thank you for future reference, you may visit our website at [PII] to check claim status as well. One moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I'm not showing in our system. Let me see if there's any open claims.
[AGENT][NEUTRAL] That are in line for processing.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, it looks like this was received on [PII] and it is in line for processing.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, so there hasn't been any claim number issued at this point.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK, alright, so we'll allow more time for that. I appreciate you checking. Is there a reference number for today's call?
[AGENT][NEUTRAL] Yes, it will be my name which is [PII] Last initial is [PII] along with today's date.
[CUSTOMER][POSITIVE] All right, well, [PII], enjoy the rest of your day.
[AGENT][POSITIVE] [PII], you're so welcome, and thank you for calling American Public Life. Have a great day. Bye-bye.
[CUSTOMER][NEUTRAL] You too bye bye.