AccountId: 011433970860
ContactId: 853a843a-241f-4248-9a63-a04c3fa4105f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 131550 ms
Total Talk Time (AGENT): 49044 ms
Total Talk Time (CUSTOMER): 49975 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/20/853a843a-241f-4248-9a63-a04c3fa4105f_20250320T18:48_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] Yeah, it's [PII] calling for the provider's office to check the claim status.
[AGENT][NEUTRAL] I'm sorry, what is your first name?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh, the first name is [PII]. Uh, my name is [PII], [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Your name is [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]. Thank you, [PII]. May I have a policy number?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh yeah, it's 02514350.
[AGENT][NEUTRAL] May I have a good callback number for you?
[CUSTOMER][NEUTRAL] Uh, yeah, it's [PII], no extension.
[AGENT][NEUTRAL] Thank you. May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Uh yeah.
[CUSTOMER][NEUTRAL] On
[CUSTOMER][NEUTRAL] OK, so what you did? I just pull up the wrong one.
[AGENT][NEUTRAL] May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yeah, the first name is [PII] and the first name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. May I have a date of service?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yeah, it's [PII] and the total charges.
[CUSTOMER][NEUTRAL] $234 even.
[AGENT][NEUTRAL] Thank you for future reference, you may visit our website at [PII] to check claim status as well. One moment.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] This process under claim number 3522057. We are asking for the primary insurance explanation of benefits.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yeah, OK, thank you for the information. Have a great day bye for now. Thank you.
[AGENT][POSITIVE] [PII], thank you for calling American Public Life. Have a great day. Bye-bye.
[CUSTOMER][NEUTRAL] Yeah, you too. Bye-bye.