AccountId: 011433970860
ContactId: 87c3d59d-f301-4157-a5a1-3579211be377
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 207449 ms
Total Talk Time (AGENT): 60234 ms
Total Talk Time (CUSTOMER): 51100 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/22/87c3d59d-f301-4157-a5a1-3579211be377_20250422T14:44_UTC.wav
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[CUSTOMER][NEUTRAL] Hello?
[AGENT][POSITIVE] Thank you for calling American Public Life. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good morning, [PII]. This is [PII] calling from the office of Doctor Bladger and Brazer. I'm calling to see if you guys received a claim for a patient.
[AGENT][POSITIVE] OK, I can help you with that. Could I get your name again? I'm sorry.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII] and [PII], could I get a callback number for you?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And what is the policy number you're calling on?
[CUSTOMER][NEUTRAL] 025192228.
[AGENT][NEUTRAL] Patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Do apologize for background noise.
[AGENT][NEUTRAL] That's OK.
[AGENT][NEUTRAL] And the date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you so much for verifying the account and you did say status today. What is the date of service you're checking?
[CUSTOMER][NEUTRAL] Um, [PII] total bill amount is 1,032.
[AGENT][NEUTRAL] 132.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Mm, yeah.
[AGENT][NEUTRAL] OK, I do show the claim received.
[AGENT][NEUTRAL] Uh, let's see, it looks like the claim, uh, was processed on [PII], making a payment of $75 to the provider.
[AGENT][NEUTRAL] Is there anything else I can help you with?
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] If I can get the claim number please?
[AGENT][NEUTRAL] Yes, ma'am, the claim number is 3591054.
[CUSTOMER][POSITIVE] Perfect
[CUSTOMER][NEUTRAL] Alright, and [PII], uh, your name spelled [PII]?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK, a moment, do you provide reference numbers or?
[AGENT][NEUTRAL] To reference our call, you will use my name and today's date.
[CUSTOMER][POSITIVE] Perfect. Alright, well thank you so much for your help today.
[AGENT][POSITIVE] You're welcome you have a wonderful day. Thank you for calling APL.
[CUSTOMER][NEUTRAL] You too.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][POSITIVE] Thank you bye bye.