AccountId: 011433970860
ContactId: 96ced01a-ce1f-4245-a8bf-a159a312438a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 184300 ms
Total Talk Time (AGENT): 59505 ms
Total Talk Time (CUSTOMER): 52970 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/16/96ced01a-ce1f-4245-a8bf-a159a312438a_20250116T16:31_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] You say your name is [PII]?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, my name is [PII] from Industry calling for uh a claim.
[AGENT][NEUTRAL] May I please have a callback number and then the policy number?
[CUSTOMER][NEUTRAL] [PII]. I'm sorry, with the callback number [PII], I already gave you that.
[CUSTOMER][NEUTRAL] Um, the policy number is 02550055.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And may I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Expiration sublet for [PII].
[AGENT][POSITIVE] And thank you so much, [PII] for verifying the policy you're calling in for status of claim. May I please have the date of service and total bill?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's for 115 $2024 for $523. I just wanted to see if the check is still outstanding so we can get the reissue.
[AGENT][NEUTRAL] Let me pull that up for you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So I do see that we did issue payment on [PII].
[AGENT][NEUTRAL] I will have to send a verification to see if the check has been.
[AGENT][NEUTRAL] Cashed
[AGENT][NEUTRAL] If that check has not cleared, then that examiner will be able to issue a new check. Now, could you verify if the mailing address is correct that we issued that payment to?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, did you send it, I think you sent it our treating of [PII].
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Is that not the correct mailing address?
[CUSTOMER][NEUTRAL] Yes, ma'am, it is.
[AGENT][NEUTRAL] OK, I will issue the request to be submitted back to that same mailing address. Is there anything else that I can assist you with today, [PII]?
[CUSTOMER][NEUTRAL] Um, I'll take a reference number.
[AGENT][NEUTRAL] The reference will be my first name [PII], last initial of [PII] and today's date.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome. Thank you for calling American Public Life. Have a great day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you.