AccountId: 011433970860
ContactId: 623c73d8-dbb2-441a-b488-1bdb619d8051
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 231889 ms
Total Talk Time (AGENT): 64170 ms
Total Talk Time (CUSTOMER): 100957 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/17/623c73d8-dbb2-441a-b488-1bdb619d8051_20250617T15:34_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] Uh, yes, I'm a medical provider and I need a uh claim status.
[AGENT][NEUTRAL] May I have your name?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] And may I please have a call back.
[CUSTOMER][NEUTRAL] I'm sorry, I didn't get your name.
[AGENT][NEUTRAL] It is [PII].
[CUSTOMER][NEUTRAL] OK, thank you, [PII]. Um, what do you need? I'm sorry?
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] The callback number?
[CUSTOMER][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] And may I please have the policy number?
[CUSTOMER][NEUTRAL] 01960609 ML 7.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] Patient's name is [PII].
[CUSTOMER][NEUTRAL] You need a date of birth?
[AGENT][NEUTRAL] Yes, please.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And you're calling in for status for this member. May I please have the date of service and total bill?
[CUSTOMER][NEUTRAL] Yes, data service [PII] with a bill amount of $7,141.15.
[AGENT][NEUTRAL] And that was 44 or 41?
[AGENT][NEUTRAL] For the data service.
[CUSTOMER][NEUTRAL] Uh, the data service 41.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And I'm pulling that information up for you now.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] And it does show that we received that claim on [PII]. It was processed on [PII].
[AGENT][NEUTRAL] That claim number is 359.
[AGENT][NEUTRAL] 3999.
[AGENT][NEUTRAL] That claim processed and it made a payment.
[AGENT][NEUTRAL] In the amount of $1,269.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, $1,269. OK, do you have any check number available?
[AGENT][NEUTRAL] Yes, the check number is 204.
[AGENT][NEUTRAL] 1050.
[CUSTOMER][NEUTRAL] 50 and that was what date I'm sorry?
[AGENT][NEUTRAL] On 51.
[CUSTOMER][NEUTRAL] 51 OK 5125 uh 51 OK claim oh yeah because the last time I called I was provided with the wrong info. That's why I'm calling. It says they told me it was paid 2,269. Now I have it correctly 1,269. Now it matches, yeah, OK, and uh let me see, 51 check number.
[CUSTOMER][NEUTRAL] OK. Check number, claim number. OK. uh, do you provide any call reference number?
[AGENT][NEUTRAL] The call reference will be my first name [PII], last initial of [PII] and today's date.
[CUSTOMER][POSITIVE] Today, today's date. OK, [PII], that's all I needed. Thank you very much. Have a wonderful day, OK.
[AGENT][POSITIVE] You're welcome and thank you for calling American Public Life [PII], have a great day as well.
[CUSTOMER][NEUTRAL] You too. Bye bye.