AccountId: 011433970860
ContactId: 9276dc74-9a94-4f20-932f-73621cd3aa04
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 262619 ms
Total Talk Time (AGENT): 103466 ms
Total Talk Time (CUSTOMER): 91170 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/17/9276dc74-9a94-4f20-932f-73621cd3aa04_20250617T13:47_UTC.wav
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[AGENT][POSITIVE] Thank for calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] calling from providers office looking for a general claim status.
[AGENT][NEUTRAL] I can verify claim status. May I have a policy number?
[CUSTOMER][NEUTRAL] 018
[CUSTOMER][NEUTRAL] 130.
[CUSTOMER][NEUTRAL] 65 M as in Mary, L as in Lima.
[AGENT][NEUTRAL] May I have a good call back number for you?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] First name [PII], last name [PII], and [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. May I have the claim number?
[CUSTOMER][NEUTRAL] I have a general claim. I have date of service came out.
[AGENT][NEUTRAL] OK. May I have the date of service?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Total bill amount?
[CUSTOMER][NEUTRAL] For the
[CUSTOMER][NEUTRAL] $600 a month.
[AGENT][NEUTRAL] Thank you for future reference. You may visit our website at [PII] to check claim status as well. One moment, I'll get this pulled up.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] You're welcome. One moment.
[CUSTOMER][NEUTRAL] How you doing?
[CUSTOMER][NEUTRAL] Don't have
[AGENT][NEUTRAL] This processed under policy number 025494997 and it processed under claim number 3600792.
[AGENT][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] This claim number?
[AGENT][NEUTRAL] The claim number is 3600792.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And it looks like it processed to the provider.
[AGENT][NEUTRAL] On [PII].
[CUSTOMER][NEUTRAL] 5
[CUSTOMER][NEUTRAL] 5:13, right?
[AGENT][NEUTRAL] 513 of 25 is processed to the provider.
[AGENT][NEUTRAL] Looks like it allowed.
[CUSTOMER][NEUTRAL] OK, and
[AGENT][NEUTRAL] A benefit amount of $263.
[CUSTOMER][NEUTRAL] Claim was paid for dinner.
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] Uh, claim was paid?
[AGENT][NEUTRAL] Claim was paid to the provider.
[CUSTOMER][NEUTRAL] Um, how much paid amount?
[AGENT][NEUTRAL] $263.69.
[CUSTOMER][NEUTRAL] And check number.
[AGENT][NEUTRAL] 204-417-8.
[CUSTOMER][NEUTRAL] 204-4178 and check amount will be [PII], right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Can you send a copy of your be through fax?
[AGENT][NEUTRAL] May I have a fax number?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] 9286742
[AGENT][NEUTRAL] [PII]. I'll fax this right over.
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] My name.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Is there anything else I can assist you with?
[CUSTOMER][NEUTRAL] No thank you. May I have call reference?
[AGENT][NEUTRAL] It will be my name, which is [PII] Last initial is [PII] along with today's date.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] I
[CUSTOMER][POSITIVE] OK, [PII]. Have a nice day. Bye-bye.
[AGENT][POSITIVE] [PII], thank you for calling American Public Life. Have a great day. Bye-bye.
[CUSTOMER][POSITIVE] Thank you.