AccountId: 011433970860
ContactId: 8c61e3b6-2b87-42a2-8372-b580d20ff61e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 121169 ms
Total Talk Time (AGENT): 40668 ms
Total Talk Time (CUSTOMER): 74612 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/03/8c61e3b6-2b87-42a2-8372-b580d20ff61e_20250303T20:17_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] Hello?
[CUSTOMER][NEUTRAL] Hi, my name is [PII], and I'm calling from Doctor [PII]'s office. Um, we have a patient who is, um, you know, he bought the, uh, APL insurance. Um, and I bill his claim to the primary insurance. Now he got a $20 co-pay that he would like me to send it to American Public Life. Um, can I fax the claim to you or I have to send it through the mail?
[AGENT][NEUTRAL] I will have to pull the member's policy up to pull up the mailing and fax number. Could you spell your name for me please?
[CUSTOMER][NEUTRAL] Oh sure, yeah.
[CUSTOMER][NEUTRAL] Yep.
[CUSTOMER][NEUTRAL] My name is uh [PII] is spelled [PII]
[AGENT][NEUTRAL] Entry and may I please have a call back number?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] And may I have the policy number?
[CUSTOMER][NEUTRAL] It is 02455070.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] For [PII].
[AGENT][NEUTRAL] And may I have the date of birth?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] And thank you so much [PII] for verifying the policy. You do have the option to submit it in via fax or mail.
[CUSTOMER][NEUTRAL] OK. OK, so what is the fax number?
[AGENT][NEUTRAL] The fax number is [PII].
[AGENT][NEUTRAL] [PII] and that is attention claims department.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Extension.
[CUSTOMER][NEUTRAL] Claim department attention claims. OK, very good. I will fax this over and I probably will will mail it to just.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yeah, thank you so much for your help.
[AGENT][POSITIVE] And is there anything else? You're welcome. Thank you for calling American Public Life. Have a great day.
[CUSTOMER][NEUTRAL] I'm, yeah.
[CUSTOMER][POSITIVE] Thank you yeah bye.
[AGENT][NEUTRAL] Bye bye.