AccountId: 011433970860
ContactId: 9cb36fca-6672-4e21-9630-2a038abde874
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 249020 ms
Total Talk Time (AGENT): 82158 ms
Total Talk Time (CUSTOMER): 71197 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/9cb36fca-6672-4e21-9630-2a038abde874_20250602T14:59_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] Hi, this is [PII] calling from Better Office to check on a claim status.
[AGENT][NEUTRAL] OK, could I get a callback number for you, [PII]?
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] Thank you, and the policy number you're calling on?
[CUSTOMER][NEUTRAL] 0231730.
[CUSTOMER][NEUTRAL] 1, M as in Mike, L as in Lima, number 8.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII]. Uh, the date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you for verifying the policy and you did say you were calling for status today?
[CUSTOMER][NEUTRAL] Yeah, claim status.
[AGENT][NEUTRAL] OK, I can help you with that. What is the data service you're calling on?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh, the bill amount.
[AGENT][NEUTRAL] The total charge?
[CUSTOMER][NEUTRAL] Yeah, $36.57.
[AGENT][POSITIVE] OK, thank you so much.
[AGENT][NEUTRAL] OK, I do show that that claim was processed. Uh, it looks like a payment of $8.06 was made to the provider.
[CUSTOMER][NEUTRAL] And the claim is due date and processed it.
[AGENT][NEUTRAL] Uh, claim issue and process for both. The date is [PII].
[CUSTOMER][NEUTRAL] OK. And may I have the claim number?
[AGENT][NEUTRAL] Claim number is 359-0583.
[CUSTOMER][NEUTRAL] OK, I may know payment made through EFT or check?
[AGENT][NEUTRAL] Single check.
[CUSTOMER][NEUTRAL] OK, and the check number.
[AGENT][NEUTRAL] Check number is 2039465.
[CUSTOMER][NEUTRAL] OK, and uh check if you did.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, let's check cash it.
[AGENT][NEUTRAL] Check cashed on [PII].
[CUSTOMER][NEUTRAL] OK. And do you have the pay to address information?
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] They have the pay to address information.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, so it's a single check, right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Mhm. And could you spell your name?
[AGENT][NEUTRAL] Is there anything else I can help you with? [PII]
[CUSTOMER][NEUTRAL] OK. And your last name, sir?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK. And could you please fax the UB?
[AGENT][NEUTRAL] What is the fax number?
[CUSTOMER][NEUTRAL] 866-3958213.
[AGENT][NEUTRAL] Thank you. Am I faxing that to your attention?
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] Yeah, so my name is [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] Yeah, so give me the call reference number.
[AGENT][NEUTRAL] To reference the call, you will use my name.
[AGENT][NEUTRAL] And today's date.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, thank you so much for assistance. Have a nice day.
[AGENT][POSITIVE] You're welcome you have a wonderful day. Thank you for calling APL bye bye.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I