AccountId: 011433970860
ContactId: 685c6b1e-e4b8-41a2-be00-9c77a27785bc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 103970 ms
Total Talk Time (AGENT): 41725 ms
Total Talk Time (CUSTOMER): 29592 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/07/685c6b1e-e4b8-41a2-be00-9c77a27785bc_20250207T15:03_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] Hi, [PII]. This is [PII] from Western New York Dental. I'm calling in regards to a claim for a patient.
[AGENT][NEUTRAL] May I have a callback number please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] May I please have the policy number?
[CUSTOMER][NEUTRAL] 02517150
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] And you're calling in regards to a claim?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] May I please have the date of service and total bill?
[CUSTOMER][NEUTRAL] 1010 24 $228.
[AGENT][POSITIVE] Thank you, and you can also check claim status via our secured portal that is [PII] and I'm pulling that information up for you now.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK, it's not showing that we have a claim on file for that data service.
[CUSTOMER][NEUTRAL] No claim.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK, I will get that out. Can I get a reference number please?
[AGENT][NEUTRAL] Yes, the reference number would be my first name [PII], last initial of [PII] and today's date.
[CUSTOMER][POSITIVE] OK, thank you. Have a great day.
[AGENT][POSITIVE] You're welcome thank you for calling American Public Life. Have a great day as well.