AccountId: 011433970860
ContactId: 599e6661-7843-4be8-8d15-67bcaf882572
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 115389 ms
Total Talk Time (AGENT): 51926 ms
Total Talk Time (CUSTOMER): 52693 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=2.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/22/599e6661-7843-4be8-8d15-67bcaf882572_20250122T14:14_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] Uh hi, good morning. This is [PII]. Um, I need to check status on a claim, please.
[AGENT][NEUTRAL] I can verify claim status, [PII]. May I have your policy number?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Patient's policy number is 02301609ML8.
[AGENT][POSITIVE] Thank you. May I have a good callback number for you?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Uh, [PII], [PII].
[AGENT][NEUTRAL] Thank you and thank you for verifying that information. May I have a date of service?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Data service is 1014 24 in the amount of $2980.
[AGENT][NEUTRAL] Thank you for future reference. You may visit our website at [PII] to check claim status.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] One moment.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] And as of today, I'm not showing we have received data service 10-14-2024.
[CUSTOMER][NEUTRAL] Oh boy, OK, so it's not on file OK.
[AGENT][NEUTRAL] Would you like to fax it?
[CUSTOMER][NEUTRAL] Um, yeah, I'll fax it right now.
[AGENT][NEUTRAL] OK, do you have a fax number?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] Perfect. Thank you. And is there a reference number for our call?
[AGENT][NEUTRAL] Yes, will be my name, which is [PII] Last initial is [PII] along with today's date.
[CUSTOMER][POSITIVE] Thank you so much, [PII] and you have a wonderful rest of the day.
[AGENT][POSITIVE] [PII], you're so welcome. And thank you for calling American Public Life. Have a great day. Bye-bye.
[CUSTOMER][POSITIVE] Thank you. You too. Bye-bye.