AccountId: 011433970860
ContactId: 789781c7-1df0-4525-a377-20abe4974c9c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 215710 ms
Total Talk Time (AGENT): 55516 ms
Total Talk Time (CUSTOMER): 55671 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/06/789781c7-1df0-4525-a377-20abe4974c9c_20250306T20:37_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] Uh, my name is [PII]. I'm a medical provider and I need a claim status.
[AGENT][NEUTRAL] I'm pulling that information up for you. May I please have a callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And may I have the policy number?
[CUSTOMER][NEUTRAL] Uh, yes, hold on a minute. Policy number is 02476826ML7.
[AGENT][NEUTRAL] May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] May I have the date of service and total bill?
[CUSTOMER][NEUTRAL] Yes, this is for [PII] with a built amount of $16,223.11.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] As of right now, just like we did receive that claim.
[AGENT][NEUTRAL] The claim was received on [PII].
[AGENT][NEUTRAL] And as of right now, it has not been processed. You do have to allow up to 7 to 10 business days before that claim is reviewed and or processed.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, are you showing any claim number?
[AGENT][NEGATIVE] I'm showing a claim number but it hasn't been processed.
[CUSTOMER][NEUTRAL] OK, OK, doesn't matter. OK and your name is?
[AGENT][NEUTRAL] It is [PII]. Would you like for me to spell that for you?
[CUSTOMER][NEUTRAL] Hey please if you don't mind.
[AGENT][NEUTRAL] It is spelled [PII] Last initial of [PII] and today's date will be the call reference. Is there anything else that I can assist you with today, [PII]?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] No, that's it. Thank you very much for your attention, OK? Have a great day.
[AGENT][POSITIVE] You're welcome. Thank you for calling American Public Life. Have a great day as well.
[CUSTOMER][NEUTRAL] You too bye bye.