AccountId: 011433970860
ContactId: a0b0d1d1-9e27-4495-b1b5-07598dcd5519
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 170119 ms
Total Talk Time (AGENT): 48941 ms
Total Talk Time (CUSTOMER): 76733 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/30/a0b0d1d1-9e27-4495-b1b5-07598dcd5519_20250130T20:27_UTC.wav
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[AGENT][NEUTRAL] Calling APL, my name is [PII]. How may I assist you today?
[CUSTOMER][NEUTRAL] Hello [PII], my name is [PII] calling for claim status.
[AGENT][POSITIVE] I'd be happy to assist with claim status, [PII], if I can get a good callback number for you.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] It is 02477120.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] I'm showing [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] And what is the date of service for the claim?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] I'm not sure we have that claim on file.
[CUSTOMER][NEUTRAL] OK, is there, um, let me just verify the address with you, bear with me one moment please, let me pull it up.
[CUSTOMER][NEUTRAL] Um, American Public Life, I'm showing that we just actually sent it out though on the [PII].
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] 2 days ago.
[CUSTOMER][NEUTRAL] Yeah, would you see it still or would it still need time to like come in and process?
[AGENT][NEUTRAL] Did you mail it?
[CUSTOMER][NEUTRAL] Um, it looks like, yes, it was mailed.
[AGENT][NEUTRAL] No, we, no, we, we haven't gotten it yet if you.
[CUSTOMER][NEUTRAL] Was it mail? No, it was electronically. I'm sorry.
[AGENT][NEUTRAL] Oh, OK. Well, no, I'm not seeing we have it.
[CUSTOMER][NEUTRAL] Um, is the address [PII]?
[AGENT][NEUTRAL] No, our [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII], say that again for me I'm sorry.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And that's in [PII].
[CUSTOMER][NEUTRAL] And the zip code?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Is there a payer ID?
[AGENT][NEUTRAL] 60801.
[CUSTOMER][NEUTRAL] And we just address it um.
[CUSTOMER][NEUTRAL] APL, right?
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you. I'll go ahead and correct this information and send it out.
[AGENT][NEUTRAL] Was there anything else I could assist with today?
[CUSTOMER][NEUTRAL] No, that's it.
[AGENT][POSITIVE] Well thank you for calling APL. You have a good day.
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] No.