AccountId: 011433970860
ContactId: 69d6bc99-af45-4171-93a3-26201d7ec64c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 162470 ms
Total Talk Time (AGENT): 48640 ms
Total Talk Time (CUSTOMER): 54515 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/2025/02/14/69d6bc99-af45-4171-93a3-26201d7ec64c_20250214T16:50_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. It's [PII] calling from provider's office. I want to check up on the claim.
[AGENT][NEUTRAL] I can help you, [PII]. What's the policy number?
[CUSTOMER][NEUTRAL] 000 C as in Charlie 10058519.
[AGENT][NEUTRAL] OK, so that's not the policy number for American Public Life. Do you have the medical ID card?
[CUSTOMER][NEGATIVE] Uh, no.
[AGENT][NEUTRAL] Spell the patient's first and last name?
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] And the last name is [PII] [PII] [PII], [PII] [PII], [PII] [PII] [PII] [PII].
[AGENT][NEUTRAL] OK, do you work for a provider's office or are you a third party billing company?
[CUSTOMER][NEUTRAL] Provider's office.
[AGENT][NEUTRAL] And the name of the office?
[CUSTOMER][NEUTRAL] Beltway Surgery Center.
[AGENT][NEUTRAL] OK, and the callback number for that location?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you one moment.
[AGENT][NEUTRAL] And where does the patient live? Do you have that information? What state?
[CUSTOMER][NEUTRAL] Uh, it's [PII].
[AGENT][NEUTRAL] So I'm not showing anyone in [PII] under that name [PII].
[CUSTOMER][NEUTRAL] Uh, but here you can see that the member have American Republic.
[AGENT][NEUTRAL] This is not American Republic, it's American Public Life, so that's two different companies.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And do you have any idea of uh this number?
[CUSTOMER][NEUTRAL] Any phone number of whom I should contact or?
[AGENT][NEUTRAL] I, I do not. I do not.
[CUSTOMER][NEUTRAL] OK. Thank you. Could you please spell your name?
[AGENT][NEUTRAL] [PII] First initial last name is [PII]. And did you have any other questions?
[CUSTOMER][NEUTRAL] No, thank you. That's all I have for you today.
[AGENT][POSITIVE] You're welcome thank you for calling APL have a good day.