AccountId: 011433970860
ContactId: 85105b1c-17a1-4cb6-ae7c-5d4d1dc97f8a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 171929 ms
Total Talk Time (AGENT): 65640 ms
Total Talk Time (CUSTOMER): 138480 ms
Interruptions: 8
Overall Sentiment: AGENT=1.3, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/14/85105b1c-17a1-4cb6-ae7c-5d4d1dc97f8a_20250514T18:26_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] Hi, this is [PII] calling from MUSC physicians to check on our claim status.
[AGENT][NEUTRAL] I can verify claim status. May I have the policy number?
[CUSTOMER][NEUTRAL] Your policy number is?
[CUSTOMER][NEUTRAL] 023893887.
[AGENT][NEUTRAL] May I have a good callback number for you?
[CUSTOMER][NEUTRAL] Uh, data services.
[CUSTOMER][NEUTRAL] Callback number is [PII].
[CUSTOMER][NEUTRAL] [PII] direct line. And if you don't mind, can I get your name again? Sorry, I missed your name. Sorry.
[AGENT][POSITIVE] Thank
[AGENT][NEUTRAL] It's [PII] Last initial is [PII]
[CUSTOMER][POSITIVE] Nice name. Thank you so much for the information.
[AGENT][NEUTRAL] I have the patience
[AGENT][NEUTRAL] Thank you. May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Patient name is [PII] and date of birth [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. May I have the date of service?
[CUSTOMER][NEUTRAL] Data Services, [PII] for the bill amount of $1020 even.
[AGENT][POSITIVE] Thank you for future reference, you may visit our website at [PII] to check my status.
[CUSTOMER][NEUTRAL] Mm. Got it. So can I have the claim receipt date and process date?
[AGENT][NEUTRAL] This processed under claim number 3583367. We are asking for the primary insurance explanation of benefits.
[AGENT][NEUTRAL] Claim was received on [PII]. Claim processed on [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] So about the same date, right?
[AGENT][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] On
[CUSTOMER][NEGATIVE] It's no.
[CUSTOMER][NEUTRAL] Got it. And can you verify me the mailing address with that is [PII], right?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Got it. Can I have the reference number for this call?
[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][POSITIVE] Wow
[CUSTOMER][POSITIVE] No, that's all for today. Thank you so much for patiently assisting me, [PII]. Have a great day. Stay safe. Take care. Bye-bye.
[AGENT][POSITIVE] [PII], thank you for calling American Public Life. Have a great day. Bye-bye.