AccountId: 011433970860
ContactId: 55afb3c5-956b-48ea-ade5-db65e92c7d7f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 129460 ms
Total Talk Time (AGENT): 62919 ms
Total Talk Time (CUSTOMER): 62760 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/05/55afb3c5-956b-48ea-ade5-db65e92c7d7f_20250205T21:01_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], good afternoon [PII]. My name is [PII]. I'm calling from World Health and I'm looking for claim status, please.
[AGENT][NEUTRAL] I can verify claim status. May I have a policy number?
[CUSTOMER][NEUTRAL] Policy number 02540133.
[AGENT][POSITIVE] Thank you. May I have a good callback number for you?
[CUSTOMER][NEUTRAL] You sure can. [PII].
[AGENT][NEUTRAL] Thank you. May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] I have [PII]. Date of birth [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. May I have a date of service?
[CUSTOMER][NEUTRAL] Data service [PII] bill amount was $435. You guys is secondary to United.
[AGENT][NEUTRAL] OK, for future reference, you may visit our website at [PII] to check claim status as well, and that data service was 1121 of 24.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. As of today, I'm not showing we have received.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Would you like to fax it?
[CUSTOMER][NEUTRAL] Oh OK.
[CUSTOMER][NEUTRAL] Uh, uh, uh, yeah, hold on, let me, let me get a fax number. Hold on.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, [PII], go ahead.
[AGENT][NEUTRAL] It is 877.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 365.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 942-3 attention claims.
[CUSTOMER][POSITIVE] Will do thank you.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Um, do I get, well, I wouldn't get a reference number because you couldn't find a claim. You didn't get it yet, right?
[AGENT][NEUTRAL] Yes, the, the, the reference number will be my name, which is [PII] Last initial is [PII] along with today's date.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Thanks, thank you so much you have a good one OK? Appreciate it.
[AGENT][POSITIVE] You're so welcome. And thank you for calling American Public Life, [PII]. Have a great day. Bye-bye.
[CUSTOMER][NEUTRAL] You too bye bye.