AccountId: 011433970860
ContactId: 72c87f9c-c861-4157-add8-fe0239883c65
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 207339 ms
Total Talk Time (AGENT): 62999 ms
Total Talk Time (CUSTOMER): 94652 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/16/72c87f9c-c861-4157-add8-fe0239883c65_20250616T17:58_UTC.wav
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[AGENT][POSITIVE] Thank you for calling American Public Life. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello [PII], this is [PII] calling on behalf of the University of Alabama.
[CUSTOMER][NEUTRAL] Check status of a claim.
[AGENT][NEUTRAL] Can I get a callback number [PII]?
[CUSTOMER][NEUTRAL] Yeah, sure. It is [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEGATIVE] And there is no extension.
[AGENT][NEUTRAL] The policy.
[AGENT][NEUTRAL] Go ahead with the extension.
[CUSTOMER][NEGATIVE] Yeah, and there is no extension.
[AGENT][NEUTRAL] OK. Policy number?
[CUSTOMER][NEUTRAL] Yeah, it is 022.
[CUSTOMER][NEUTRAL] 97085
[CUSTOMER][NEUTRAL] M as in Mike. L as in Lima.
[AGENT][NEUTRAL] Patient's name and date of birth.
[CUSTOMER][NEUTRAL] Patient name is [PII], and the date of birth is [PII].
[AGENT][NEUTRAL] Thank you, and you call for the status. What is the date of service you're checking?
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] With total charges of $411 even.
[AGENT][NEUTRAL] OK, I do not show we have a claim on file for 41 of 25. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Because the claim got paid.
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] American Health Resources. That's. I do see the remittance where the claim got paid.
[CUSTOMER][NEUTRAL] For American Health Resources.
[AGENT][NEUTRAL] OK, that is not us. We do not have a claim on file for [PII].
[CUSTOMER][NEUTRAL] [PII], right?
[AGENT][NEUTRAL] Yes, [PII], there's no claim on file.
[CUSTOMER][NEUTRAL] OK, give me a moment. Shall I provide you with any other details on the claim?
[CUSTOMER][NEUTRAL] Um, I couldn't sign any claim number or shall I provide you with the serial number or an account number? Because I do see the claim got paid for $137.
[AGENT][NEUTRAL] OK, ma'am, that is not us. This policy is no longer active. The policy canceled on [PII], so maybe the payment you received is from another payer.
[CUSTOMER][NEUTRAL] OK, got it, uh.
[CUSTOMER][POSITIVE] OK, sure. Thank you for your assistance today.
[AGENT][NEUTRAL] You're welcome, [PII]. Is there anything else?
[CUSTOMER][NEUTRAL] Shall, uh, may I have the callback number?
[AGENT][NEUTRAL] I'm sorry.
[CUSTOMER][NEUTRAL] May I get the callback number for this call? Sorry, the reference number.
[AGENT][NEUTRAL] The
[AGENT][NEUTRAL] Uh, reference, to reference the call, you'll use my name in today's date. It's spelled [PII]
[CUSTOMER][NEUTRAL] Get this.
[CUSTOMER][POSITIVE] Thank you so much, [PII]. Have a good day.
[AGENT][POSITIVE] You're welcome. You have a wonderful day. Thank you for calling APL. Bye-bye.
[CUSTOMER][NEUTRAL] Bye.