AccountId: 011433970860
ContactId: 65245d73-526a-47ec-884e-e1152f70a0a7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 674000 ms
Total Talk Time (AGENT): 99663 ms
Total Talk Time (CUSTOMER): 127616 ms
Interruptions: 1
Overall Sentiment: AGENT=0.1, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/21/65245d73-526a-47ec-884e-e1152f70a0a7_20250521T20:50_UTC.wav
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[AGENT][NEUTRAL] For calling American Public Life, this is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling on the claims.
[AGENT][NEUTRAL] OK, I can help you with that. Could I get a callback number?
[CUSTOMER][NEUTRAL] Yes. [PII].
[AGENT][NEUTRAL] Thank you, the policy number you're calling on?
[CUSTOMER][NEUTRAL] It's 01847310. M as in Mike, L as in Lima, number 8.
[AGENT][NEUTRAL] Patient's name and date of birth.
[CUSTOMER][NEUTRAL] It's [PII], date of birth of [PII].
[AGENT][NEUTRAL] Thank you for verifying the account and as you said status, what is the data service you're checking?
[CUSTOMER][NEUTRAL] It's 9324 for $408 even.
[AGENT][NEUTRAL] $408.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I do not show we have a claim on file for.
[AGENT][NEUTRAL] 9324 for $408.
[AGENT][NEUTRAL] Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] It's just so.
[CUSTOMER][NEUTRAL] Actually, I do have one more claim to check, but can you provide me the patient policy, uh, different patient?
[AGENT][NEUTRAL] For the same patient.
[AGENT][NEUTRAL] Different patient? OK, and you want the effective date for the policy?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I show this policy has been effective since [PII].
[CUSTOMER][NEUTRAL] That
[AGENT][NEUTRAL] And it is still active.
[CUSTOMER][POSITIVE] Wow.
[AGENT][NEUTRAL] Let me note the policy and I will.
[AGENT][NEUTRAL] Get the next policy number for you.
[CUSTOMER][NEUTRAL] Yes so that.
[CUSTOMER][NEUTRAL] Uh, uh, can you verify the claim mailing address and your ID?
[AGENT][NEUTRAL] Payer ID is 60801.
[AGENT][NEUTRAL] Mailing address for claims is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] And what is the next policy number?
[CUSTOMER][NEUTRAL] And this can you go to the next.
[CUSTOMER][NEUTRAL] Uh yes. It's 01672912, M as in Mike, L as in Lima, number 7.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] Patient's name is
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I.
[AGENT][NEUTRAL] And what is the data service you're checking?
[CUSTOMER][NEUTRAL] It's [PII] for $398 even.
[AGENT][NEUTRAL] 398.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I do not show we have a claim on file for 1/6 of $25 for $398.
[CUSTOMER][NEUTRAL] Uh, policy effective date.
[AGENT][NEUTRAL] This policy has been effective since [PII].
[AGENT][NEUTRAL] The policy did uh term on [PII].
[CUSTOMER][NEUTRAL] I'm sorry.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And a reference number.
[AGENT][NEUTRAL] To reference the call, you will use my name, [PII]
[CUSTOMER][NEUTRAL] Hm
[AGENT][NEUTRAL] And today's date.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome, [PII]. You have a wonderful day. Thank you for calling APO.
[CUSTOMER][NEUTRAL] You too.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] 6742.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] You.
[CUSTOMER][NEUTRAL] It only
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hm
[CUSTOMER][NEUTRAL] So.