AccountId: 011433970860
ContactId: 6d65700e-0e0c-45c1-834a-995e9efc5b45
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 186460 ms
Total Talk Time (AGENT): 51382 ms
Total Talk Time (CUSTOMER): 74318 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/11/6d65700e-0e0c-45c1-834a-995e9efc5b45_20250311T18:39_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], my name is [PII]. I'm calling regarding a claim, please.
[AGENT][NEUTRAL] May I have a callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] May I have the policy number?
[CUSTOMER][NEUTRAL] Policy number is 021357557.
[CUSTOMER][NEUTRAL] M as in Mary, L as in Louis, 8.
[AGENT][NEUTRAL] May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] His name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] And that's 02135757.
[CUSTOMER][NEUTRAL] I think uh it's 02138757.
[AGENT][NEUTRAL] And may I have the date of service and total bill?
[CUSTOMER][NEUTRAL] Yes, date of service is [PII].
[CUSTOMER][NEUTRAL] And the bill amount was
[CUSTOMER][NEUTRAL] $439.
[AGENT][NEUTRAL] And that is for data service 117 of 24 $439. You can also check claim status via our secured portal which is [PII], and for that data service it is showing that no claim is listed on file.
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Not on file. Let me ask you a question, um, because this was submitted, I think, let me just check electronically on [PII]. normally, uh, what is the, um.
[CUSTOMER][NEUTRAL] The processing time.
[AGENT][NEUTRAL] If we receive the claim, it takes a total of 7 to 10 business days.
[CUSTOMER][NEUTRAL] How long it takes?
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Oh, it's very short, 7 to 10 business days. OK, so definitely you don't have it on file. Perfect, my dear, do you have a call reference number for me?
[AGENT][NEUTRAL] The car reference will be my first name [PII], last initial of H and today's date.
[CUSTOMER][NEUTRAL] Can you spell your first name again?
[AGENT][NEUTRAL] It is spelled [PII]
[CUSTOMER][POSITIVE] Perfect. Thank you so much for your help and have a good day. Thank you.
[AGENT][POSITIVE] You're welcome. Thank you so much for calling American Public Life, May. Have a great day as well.