AccountId: 011433970860
ContactId: 57aa25b3-6660-46ba-b9b9-785e50235142
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 167690 ms
Total Talk Time (AGENT): 72418 ms
Total Talk Time (CUSTOMER): 70018 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/31/57aa25b3-6660-46ba-b9b9-785e50235142_20250131T14:36_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 [PII], my name is [PII], and I'm calling to check on status of uh two claims that have outstanding balances.
[AGENT][NEUTRAL] I can verify claim status. May I have a policy number?
[CUSTOMER][NEUTRAL] Uh, yes, that's gonna be 01905651 for [PII].
[AGENT][POSITIVE] Thank you, may I have a good callback number for you?
[CUSTOMER][NEUTRAL] That's gonna be [PII] option 8.
[AGENT][NEUTRAL] Thank you. And can I have [PII]'s date of birth?
[CUSTOMER][NEUTRAL] Uh, that is [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. May I have a date of service?
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Uh, there's two dates of service. The first one is going to be [PII] with the total bill amount of $680.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then the second one is gonna be [PII], same uh bill amount $680.
[AGENT][NEUTRAL] Thank you for future reference, you may visit our website at [PII] to check claim status as well.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alright thank you I appreciate that.
[AGENT][NEUTRAL] You're welcome. One moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, for data service 621, it processed under claim number 3,554,920.
[AGENT][NEGATIVE] And it looks like no benefits were payable. This plan does not have the office treatment benefit.
[CUSTOMER][NEUTRAL] OK, so balances uh members responsibility.
[AGENT][POSITIVE] Yes, that is correct.
[CUSTOMER][NEUTRAL] Oh, OK, so that'll be the same for both.
[AGENT][NEUTRAL] And then.
[AGENT][NEUTRAL] Yes, it looks like data service 96 processed under claim number 3554881.
[CUSTOMER][NEUTRAL] 881 alright excellent that's information that I can use to update this account and um [PII] do you guys give out claim uh not claim call reference numbers?
[AGENT][NEUTRAL] Yes, it will be my name which is [PII] Last initial is [PII] along with today's date.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Alright, excellent appreciate your help and your time you have a good rest of your day.
[AGENT][POSITIVE] Precious, you're so welcome, and thank you for calling American Public Life. Have a great day. Bye-bye.
[CUSTOMER][POSITIVE] Alright thank you bye.