AccountId: 011433970860
ContactId: 5f6ebcc7-ce9f-41ac-beb6-a42d4fafd5af
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 167729 ms
Total Talk Time (AGENT): 65677 ms
Total Talk Time (CUSTOMER): 38338 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/2025/06/25/5f6ebcc7-ce9f-41ac-beb6-a42d4fafd5af_20250625T19:41_UTC.wav
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[AGENT][POSITIVE] Thank you for calling American Public Life. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] My name is [PII] calling from Provar's office checking the status of a claim.
[AGENT][NEUTRAL] OK, I can help you with that. [PII], could I get a callback number?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. The policy number you're calling on?
[CUSTOMER][NEUTRAL] 0252.
[CUSTOMER][NEUTRAL] 1747.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] 112673.
[AGENT][POSITIVE] Thank you so much for verifying the policy and you did say status today. What is the date of service?
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] 5125.
[AGENT][NEUTRAL] Total charge?
[CUSTOMER][NEUTRAL] 267.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I do show claim received. It looks like we did request the primary explanation of benefits.
[CUSTOMER][NEUTRAL] So you all are not primary.
[AGENT][NEUTRAL] No, this is a uh secondary policy. It only pays secondary to their major medical.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Do you show Blue Cross is primary?
[AGENT][NEUTRAL] Let me check that for you.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Let's see, it's showing S C P E B A. I'm not.
[AGENT][NEUTRAL] Let me see if I can get more information.
[CUSTOMER][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Let me pull up uh.
[AGENT][NEUTRAL] One here and make sure.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] It does show uh Blue Cross Blue Shield of it's called cut off south.
[CUSTOMER][NEUTRAL] [PII], OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, and just a call reference?
[AGENT][NEUTRAL] Yes, to reference our call, you will use my name [PII] and today's date.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome you have a wonderful day. Thank you for calling APL.
[CUSTOMER][NEUTRAL] You too.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] Uh