AccountId: 011433970860
ContactId: 56d40c6e-62e0-4a25-aadd-fd3995936a6a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 216460 ms
Total Talk Time (AGENT): 81671 ms
Total Talk Time (CUSTOMER): 64823 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/23/56d40c6e-62e0-4a25-aadd-fd3995936a6a_20250623T17:31_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello, my name is [PII] and I'm calling to get claim status.
[AGENT][NEUTRAL] I can verify claim status. May I have a policy number?
[CUSTOMER][NEUTRAL] Yes, the policy number will be 13.
[CUSTOMER][NEUTRAL] Sorry, bear with me one quick moment.
[CUSTOMER][NEUTRAL] Um, let me find the correct one. OK, so it's 020.
[CUSTOMER][NEUTRAL] 277
[CUSTOMER][NEUTRAL] 56
[CUSTOMER][NEUTRAL] M for Mary.
[CUSTOMER][NEUTRAL] L for lion, 8.
[AGENT][POSITIVE] Thank you. May I have a good callback number for you?
[CUSTOMER][NEUTRAL] That is [PII].
[AGENT][NEUTRAL] Thank you. May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. May I have a date of service?
[CUSTOMER][NEUTRAL] Data of service is [PII] for the billed amount of $1850.
[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] OK.
[AGENT][NEUTRAL] This processed under policy number 02481557.
[AGENT][NEUTRAL] And it processed under claim number 3613197 looks like a benefit amount of $33.15 processed to the provider.
[AGENT][NEUTRAL] And this processed on [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII], is there anything else I can help you out with?
[CUSTOMER][NEUTRAL] Uh, yes, for this one, you said it processed to the provider, is that, does that mean it was paid or?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes, it paid a benefit amount of $33.15 to the provider.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, thank you. And is there any payment details for that?
[AGENT][NEUTRAL] There's a check number. It is 2050121.
[CUSTOMER][NEUTRAL] OK, thank you. And was that issued on [PII]?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][POSITIVE] Alright, so thank you. So then I just allow more time for that to clear.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Alright perfect so then the last thing I need is a reference number for the call and that would be all.
[AGENT][NEUTRAL] It will be my name which is [PII] Last initial is [PII] along with today's date.
[CUSTOMER][POSITIVE] All right. Thank you.
[AGENT][POSITIVE] [PII], you're so welcome. And thank you for calling American Public Life. Have a great day. Bye-bye.
[CUSTOMER][POSITIVE] Alright thank you so much bye.
[AGENT][NEUTRAL] OK.