AccountId: 011433970860
ContactId: 5e246772-94f5-4609-bc62-7d831b0dc336
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 223949 ms
Total Talk Time (AGENT): 91268 ms
Total Talk Time (CUSTOMER): 46994 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/30/5e246772-94f5-4609-bc62-7d831b0dc336_20250530T17:32_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 yes, I'm calling from a provider's office to check on a claim that hasn't been paid.
[AGENT][NEUTRAL] I can verify claim status. May I have your name and the policy number?
[CUSTOMER][NEUTRAL] [PII] and the number is 01378402.
[AGENT][POSITIVE] Thank you. May I have a good call back number for you, [PII]?
[CUSTOMER][NEUTRAL] Uh, yes, [PII].
[AGENT][NEUTRAL] Thank you. May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII]
[AGENT][NEUTRAL] Thank you for verifying that information. One moment.
[AGENT][NEUTRAL] May I have a date of service?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] In total bill amount?
[CUSTOMER][NEUTRAL] $250
[AGENT][POSITIVE] Thank you for future reference. You may visit our website at [PII] to check claim status as well.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And I'm not seeing that we have received data service 42. Let me make sure there's no outstanding claims. One moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And this is for medical, correct?
[CUSTOMER][NEUTRAL] Uh, yes, it is.
[AGENT][NEUTRAL] OK, one moment, that's a dental number.
[AGENT][NEUTRAL] Let me get this pulled up.
[AGENT][NEUTRAL] One moment I'm trying to verify the policy.
[AGENT][NEUTRAL] OK, I see a disability, a dental, and I think this is an accident policy.
[AGENT][NEUTRAL] So I'm not showing a medical.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I have accident, dental, and disability.
[AGENT][NEUTRAL] What's the diagnosis for the accident?
[CUSTOMER][NEUTRAL] OK, that's fine.
[CUSTOMER][NEUTRAL] Uh, let me look real quick.
[CUSTOMER][NEUTRAL] No, ma'am. It's, it's not.
[AGENT][NEUTRAL] OK, because I'm under the accident plan as well and I don't see any claims there either for that data service for too.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Is there a fax number we could submit it to?
[AGENT][NEUTRAL] Yes, ma'am. There's 18 is 877.
[AGENT][NEUTRAL] 365.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 942-3 attention claims.
[CUSTOMER][NEUTRAL] OK, and can I get a reference number please?
[AGENT][NEUTRAL] Yes, it will be my name which is [PII] Last initial is [PII] along with today's date.
[CUSTOMER][POSITIVE] OK, thank you so much, [PII].
[AGENT][POSITIVE] You're so welcome, [PII]. Thank you for calling American Public Life. Have a great day. Bye-bye.
[CUSTOMER][NEUTRAL] You too. Bye-bye.