AccountId: 011433970860
ContactId: 8531f823-927e-446f-ac21-64768ed27333
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 133639 ms
Total Talk Time (AGENT): 37782 ms
Total Talk Time (CUSTOMER): 27311 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/19/8531f823-927e-446f-ac21-64768ed27333_20250619T17:19_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 need to check on a claim, please.
[AGENT][NEUTRAL] May I please have a callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And may I please have the policy number?
[CUSTOMER][NEUTRAL] 02483111
[AGENT][NEUTRAL] And you're calling from the provider's office?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII]. Date of birth [PII].
[AGENT][NEUTRAL] And may I have the date of service and total bill?
[CUSTOMER][NEUTRAL] Data service 11325 and total charge 372.
[AGENT][POSITIVE] Thank you, and you can also check claim status via our secure portal that is [PII] and I'm pulling that information up for you now.
[AGENT][NEUTRAL] And that claim was for $372?
[CUSTOMER][NEUTRAL] Yes, it was last filled on [PII].
[AGENT][NEUTRAL] OK, because I'm not seeing a claim for 372 for that data service.
[CUSTOMER][POSITIVE] OK, I'll send it by fax myself today. Thank you so much. Have a good day.
[AGENT][POSITIVE] You're welcome. Thank you for calling American Public Life. Have a great day as well.
[CUSTOMER][NEUTRAL] Bye