AccountId: 011433970860
ContactId: 6071c745-bfef-497f-82b4-360c4084f0e3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 159750 ms
Total Talk Time (AGENT): 46192 ms
Total Talk Time (CUSTOMER): 70930 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/16/6071c745-bfef-497f-82b4-360c4084f0e3_20250116T19:27_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] Yeah, hello ma'am.
[CUSTOMER][NEUTRAL] My name is [PII]. I'm calling from provider's office to check on a claim status.
[AGENT][NEUTRAL] May I have a callback number please?
[CUSTOMER][NEUTRAL] Yeah it's [PII].
[AGENT][NEUTRAL] And may I have the policy number?
[CUSTOMER][NEUTRAL] 60801.
[AGENT][NEUTRAL] OK, that's not a policy number, it's our electronic payer ID.
[CUSTOMER][NEUTRAL] OK, I'm sorry, uh, uh.
[CUSTOMER][NEUTRAL] 02474261 M as in Mike L as in Lima number 7.
[AGENT][NEUTRAL] May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] This is uh [PII]. Date of birth [PII].
[AGENT][NEUTRAL] And may I please have the date of service and total bill?
[CUSTOMER][NEUTRAL] [PII] with the total charge amount of uh $565 even.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And thank you so much for Roman for verifying the policy you're calling in for status of claim, and that is for date of service of [PII]. total bill 565. No claim is on file.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] OK, uh, can you also provide me the effective date and term date for this patient's plan?
[AGENT][NEUTRAL] The effective date is showing [PII] and currently active.
[CUSTOMER][NEUTRAL] OK, got you, thank you. And also could you verify the address? It's uh [PII]. Is that the correct?
[AGENT][NEUTRAL] You said [PII]?
[CUSTOMER][NEUTRAL] [PII] yes.
[AGENT][POSITIVE] That is correct.
[CUSTOMER][POSITIVE] OK, well then, thank you so much, ma'am. Just the call reference.
[AGENT][NEUTRAL] The car reference will be my first name [PII], last initial of [PII] and today's date.
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][POSITIVE] You're welcome. Thank you for calling American Public Life. Have a great day.
[CUSTOMER][NEUTRAL] Bye.
[AGENT][POSITIVE] Thank you.