AccountId: 011433970860
ContactId: 99ee346d-8a81-4685-ab3d-771954258015
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 128419 ms
Total Talk Time (AGENT): 50297 ms
Total Talk Time (CUSTOMER): 50651 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/10/99ee346d-8a81-4685-ab3d-771954258015_20250310T20:02_UTC.wav
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[AGENT][POSITIVE] Thank you for calling American Public Life. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, hi [PII]. My name is [PII]. I'm calling from Select Physical Therapy. I was calling to check on the status of a couple of claims.
[AGENT][NEUTRAL] OK, I can help you with that, [PII]. Could I get a callback number?
[CUSTOMER][NEUTRAL] Sure, it's [PII].
[AGENT][NEUTRAL] Thank you. The policy number you're calling on?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] 01866945.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] and it is [PII].
[AGENT][NEUTRAL] OK, thank you for that and you did say status today. What is the date of service you're checking?
[CUSTOMER][NEUTRAL] Um, I have two. They are [PII] for 230.
[CUSTOMER][NEUTRAL] And [PII] for 280.
[AGENT][NEUTRAL] OK, I don't show we have 2 I'm sorry, [PII] or [PII] on file.
[AGENT][NEUTRAL] Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Is there a fax number?
[AGENT][NEUTRAL] Yes, ma'am. Uh, it claims can be faxed to [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And what's the timely filing limit?
[AGENT][NEGATIVE] Uh, there is no timely filing for the policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Is there a reference number for the call?
[AGENT][NEUTRAL] Yes, ma'am, to reference the call, you'll use my name, [PII] and today's date.
[CUSTOMER][POSITIVE] OK, thank you for your help [PII].
[AGENT][POSITIVE] You're welcome. You have a wonderful day. Thank you for calling [PII]. Bye-bye.
[CUSTOMER][NEUTRAL] You too.
[CUSTOMER][NEUTRAL] Uh-huh.