AccountId: 011433970860
ContactId: 532a93a6-15b0-4133-b1fc-88ab5b67bac9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 189839 ms
Total Talk Time (AGENT): 68003 ms
Total Talk Time (CUSTOMER): 68890 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/30/532a93a6-15b0-4133-b1fc-88ab5b67bac9_20250130T16:49_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], my name is uh [PII]. I'm calling from a provider's office following up on a dental claim.
[AGENT][NEUTRAL] OK, I can help you with that, [PII]. Can I get a callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. The policy number you're calling on?
[CUSTOMER][NEUTRAL] 02554088.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], uh, [PII].
[AGENT][POSITIVE] Thank you so much for verifying the policy and you did say status. What is the date of service you're checking?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] I show we did uh process this claim on [PII] making a payment of $239 to the provider.
[CUSTOMER][NEUTRAL] Um, OK, um.
[CUSTOMER][NEUTRAL] Processed.
[CUSTOMER][NEUTRAL] OK 2:39 OK um.
[CUSTOMER][NEUTRAL] Is that via check?
[AGENT][NEUTRAL] It is a single check, yes.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Um, and that was mailed on the [PII].
[AGENT][NEUTRAL] It would have mailed out, let's see what day did the [PII] it would have mailed out on the [PII].
[CUSTOMER][NEUTRAL] OK, so it's is it still showing outstanding?
[AGENT][POSITIVE] It is still showing outstanding.
[CUSTOMER][NEUTRAL] OK, um, did it mail out to our physical office or PO box?
[AGENT][NEUTRAL] Let me check that.
[AGENT][NEUTRAL] Uh, it looks like it is a physical address of [PII]. Mhm.
[CUSTOMER][NEUTRAL] [PII]. OK, let me just put a note here. Does it have a check number?
[AGENT][NEUTRAL] Yes, ma'am. Check number is 2023542.
[CUSTOMER][NEUTRAL] 42 OK.
[CUSTOMER][NEUTRAL] To
[CUSTOMER][NEUTRAL] Of
[CUSTOMER][POSITIVE] Got it OK um.
[CUSTOMER][NEUTRAL] Alright, and let me just make sure that's the only one.
[CUSTOMER][NEUTRAL] OK, so I just need a reference number.
[AGENT][NEUTRAL] OK, to reference the call, you'll use my name, [PII] and today's date.
[CUSTOMER][POSITIVE] OK, got it. Alright, that should do it thank you so much.
[AGENT][POSITIVE] Is there anything else? OK. You have a wonderful day. Thank you for calling APO.
[CUSTOMER][POSITIVE] No, that thank you. You too. Alright bye bye.
[AGENT][NEUTRAL] Bye bye.