AccountId: 011433970860
ContactId: 91a3aaea-80ce-4bbc-b409-eaf83a21d2b9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 226339 ms
Total Talk Time (AGENT): 78163 ms
Total Talk Time (CUSTOMER): 60932 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/03/91a3aaea-80ce-4bbc-b409-eaf83a21d2b9_20250403T15:53_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] Uh, my name is [PII]. I'm calling on behalf of a provider. I was calling to check the status on the claim, please.
[AGENT][NEUTRAL] May I have the policy number?
[CUSTOMER][NEUTRAL] Policy number is 02551634.
[AGENT][NEUTRAL] And may I have a callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], date of birth is [PII].
[AGENT][NEUTRAL] You're calling in for status of claim for this member?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] May I have the date of service and total bill?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Total bill charge?
[CUSTOMER][NEUTRAL] $114,896.75.
[AGENT][POSITIVE] Thank you.
[AGENT][POSITIVE] And thank you so much [PII] for verifying the policy.
[AGENT][NEUTRAL] You can also check claim status via our secured portal that is [PII] and I'm pulling that information up for you now.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And for that claim it does show that we received it 326. It was processed on 3:31.
[AGENT][NEUTRAL] The claim number is 358.
[AGENT][NEUTRAL] 277.
[CUSTOMER][NEUTRAL] Just a second.
[CUSTOMER][NEUTRAL] It was processed on 326.
[AGENT][NEUTRAL] It was processed on 331.
[CUSTOMER][NEUTRAL] OK, 3:31. Alright, just a second.
[CUSTOMER][NEUTRAL] And what's that claim number?
[AGENT][NEUTRAL] It is 358.
[AGENT][NEUTRAL] 2770.
[AGENT][NEUTRAL] That claim process and it made a payment in the amount of $6,738.58.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Do you have the payment details?
[AGENT][NEUTRAL] The check number is 2036284.
[CUSTOMER][NEUTRAL] And the check is dated um [PII].
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, just a second.
[CUSTOMER][NEUTRAL] Single payment?
[AGENT][NEUTRAL] Yes, it is.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, can you tell if it's been cleared or not?
[AGENT][NEGATIVE] As of right now it's not showing that it's been cleared. It was just submitted on 331.
[CUSTOMER][NEUTRAL] OK, uh, check number 2036284.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Alrighty, can I get a call reference number please?
[AGENT][NEUTRAL] The call reference would be my first name [PII], last initial of [PII] and today's date.
[CUSTOMER][POSITIVE] All righty. Thank you so much. Have a good one.
[AGENT][POSITIVE] You're welcome. Thank you for calling American Public Life. Have a great day as well, [PII].