AccountId: 011433970860
ContactId: 5a677a01-7671-4a66-85c2-5c78ad676b7c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 178190 ms
Total Talk Time (AGENT): 60676 ms
Total Talk Time (CUSTOMER): 56190 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/28/5a677a01-7671-4a66-85c2-5c78ad676b7c_20250428T16:24_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi [PII]. My name is [PII]. I'm calling from Southeast Iowa Regional Medical Center. I wanted to check on the status of the claim.
[AGENT][NEUTRAL] OK, may I please have a callback number and then the policy number?
[CUSTOMER][NEUTRAL] [PII] policy number is 01848863.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII]
[AGENT][NEUTRAL] And may I please have the date of service and the total bill?
[CUSTOMER][NEUTRAL] Um, date of service would be [PII], total bill amount $242.
[AGENT][POSITIVE] And thank you so much, [PII] for verifying the policy you're calling in for status of claim, and that is for data service of 24 of 25 with the total bill of 242. I'm pulling that up for you now.
[CUSTOMER][NEUTRAL] Policy
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, I'm not finding a claim on file for that total bill charge.
[CUSTOMER][NEUTRAL] OK, I did, um, mail it on [PII].
[AGENT][NEUTRAL] OK. Would you like to verify the mailing address?
[CUSTOMER][NEUTRAL] [PII], it's [PII].
[AGENT][NEUTRAL] No, our post office box, are you ready for that?
[CUSTOMER][NEUTRAL] Is it the one in [PII]?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, I'll remail it.
[AGENT][NEUTRAL] Now if you would like, you can also fax it in if you would like to do that as well.
[CUSTOMER][NEUTRAL] OK, one second, let me write that down.
[AGENT][NEUTRAL] OK, and then we also have a secure portal that you can submit it online as well.
[CUSTOMER][NEUTRAL] Oh, OK. Um,
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh, what's your fax number?
[AGENT][NEUTRAL] The fax number is [PII] and that is attention claims department.
[CUSTOMER][POSITIVE] OK perfect I will do that thank you so much.
[AGENT][POSITIVE] You're welcome and thank you for calling American Public Life, [PII]. You have a great day.
[CUSTOMER][NEUTRAL] You too. Bye.
[AGENT][POSITIVE] Thank you, bye.