AccountId: 011433970860
ContactId: 8ddfe1b3-18a2-4a81-a81f-39cf16cad6ec
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 272899 ms
Total Talk Time (AGENT): 88933 ms
Total Talk Time (CUSTOMER): 80931 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/24/8ddfe1b3-18a2-4a81-a81f-39cf16cad6ec_20250624T12:59_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] Hello, good morning. My name is [PII] last [PII], and I'm looking for the claim status.
[AGENT][NEUTRAL] I can verify claim status. May I have a policy number?
[CUSTOMER][NEUTRAL] The policy number?
[CUSTOMER][NEUTRAL] 12366.
[CUSTOMER][NEUTRAL] 55 M as in Mike, L as in Lima, 8.
[AGENT][NEUTRAL] May I have a good callback number for you?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Patient's first name
[CUSTOMER][NEUTRAL] [PII] And the last name?
[CUSTOMER][NEUTRAL] [PII] And the date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. May I have a date of service?
[CUSTOMER][NEUTRAL] The date of service.
[CUSTOMER][NEUTRAL] [PII] and the bill amount, $146 if it.
[AGENT][NEUTRAL] Thank you for future reference, you may visit our website at [PII] to check claim status as well. One moment.
[AGENT][NEUTRAL] Was the total billed 146 or is that patient's responsibility?
[CUSTOMER][NEUTRAL] The total bill amount is $146 and the amount is 12.37 cents.
[AGENT][NEUTRAL] Can I have a CPT code?
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] The CPT card.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you. One moment.
[AGENT][NEUTRAL] OK, I'm not showing for data service for 18.
[AGENT][NEUTRAL] 2025 build amount 146 being received for [PII]. Would you like to fax it over?
[CUSTOMER][NEUTRAL] What do you mean, uh, this is not on time?
[AGENT][NEUTRAL] No claim on file.
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] OK. Ma'am, can you give me the mailing address?
[AGENT][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And that's [PII].
[CUSTOMER][NEUTRAL] Can you spell?
[CUSTOMER][NEUTRAL] Can you spell?
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] And the state is OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And that's [PII].
[CUSTOMER][NEUTRAL] Ma'am, [PII].
[AGENT][POSITIVE] That is correct.
[CUSTOMER][POSITIVE] OK ma'am thank you. Please give me the call reference.
[AGENT][NEUTRAL] It will be my name, which is [PII] Last initial is [PII] along with today's date.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're so welcome. Is there anything else I can assist you with today?
[CUSTOMER][POSITIVE] No, no, ma'am, thank you.