AccountId: 011433970860
ContactId: 749b5311-f6a5-4e85-95db-ea8954f656d2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 224589 ms
Total Talk Time (AGENT): 87238 ms
Total Talk Time (CUSTOMER): 73635 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/07/749b5311-f6a5-4e85-95db-ea8954f656d2_20250407T19:47_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey, my name is [PII]. I'm calling from the hay clinic, and I was calling with, uh, questions on a claim.
[AGENT][NEUTRAL] I can verify claim status. May I have a claim number or policy number?
[CUSTOMER][NEUTRAL] I have the policy number it's 00950325.
[AGENT][NEUTRAL] And may I have a good callback number for you?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you, may I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] and the date of birth is [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. Please be advised the verification of coverage does not guarantee the payment of a claim. And may I have a date of service?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] And total bill amount?
[CUSTOMER][NEUTRAL] $725.
[AGENT][NEUTRAL] Thank you for future reference, you may visit our website at [PII] to check claim status as well. One moment, I'll get this pulled up.
[AGENT][NEUTRAL] I'm not seeing that we received data service 59-2024 in our system.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, is the address American Public Life Insurance Company [PII] [PII]?
[AGENT][NEUTRAL] No, that is an old address. I can give you the current address.
[CUSTOMER][NEUTRAL] OK, let me see if we have, let me, let me just look on here and make sure that we.
[CUSTOMER][NEUTRAL] Don't have something different.
[CUSTOMER][NEUTRAL] Yeah we have I guess we have the old address. OK, what's the new address?
[AGENT][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] And that's [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] City [PII], OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Um
[AGENT][NEUTRAL] And we also utilize fax as well.
[CUSTOMER][NEUTRAL] OK, what's the fax number?
[AGENT][NEUTRAL] It's 877.
[AGENT][NEUTRAL] 365.
[AGENT][NEUTRAL] 942-3 attention claim.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, is there a call reference number?
[AGENT][NEUTRAL] It will be my name, which is [PII] Last initial is [PII] along with today's date. Is there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] No, that was it.
[AGENT][POSITIVE] Thank you for calling American Public Life. Have a great rest of your day. Bye bye.
[CUSTOMER][POSITIVE] Alright you too thank you bye.