AccountId: 011433970860
ContactId: a0cfd800-1cbd-479d-83b1-be0d5fbc2f37
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 147210 ms
Total Talk Time (AGENT): 61691 ms
Total Talk Time (CUSTOMER): 63241 ms
Interruptions: 2
Overall Sentiment: AGENT=0.8, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/30/a0cfd800-1cbd-479d-83b1-be0d5fbc2f37_20250430T13:23_UTC.wav
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[AGENT][NEUTRAL] For calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Your name again? sorry.
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII], OK. Hi, [PII], good morning. um, I'm calling in reference to a claim to see if you guys received it because we sent it twice electronically and paper and we haven't heard anything from.
[CUSTOMER][NEUTRAL] From you?
[AGENT][NEUTRAL] I can verify claim status. May I have your name and the policy number?
[CUSTOMER][NEUTRAL] It's [PII]
[CUSTOMER][NEUTRAL] I'm calling from the provider's office. The policy number is 01947531ML and the number 8.
[AGENT][POSITIVE] Thank you, [PII]. May I have a good callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII]. Date of birth [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. May I have a date of service?
[CUSTOMER][NEUTRAL] The data service it's from last year, so [PII].
[AGENT][NEUTRAL] In total bill amount?
[CUSTOMER][NEUTRAL] I'll tell you right now. Hold on.
[CUSTOMER][NEUTRAL] It's 9:58.
[AGENT][NEUTRAL] Thank you for future reference, you may visit our website at [PII] to check claim status as well. One moment, I'll pull this up.
[AGENT][NEUTRAL] This processed under claim number 3573214. No benefits are payable. They do not have the office treatment benefit.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Would you like me to fax over a copy of the EOB?
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Uh, if you can please.
[AGENT][NEUTRAL] May I have your fax number?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] I have [PII]. I'll fax this right over. [PII], is there anything else I can help you with?
[CUSTOMER][POSITIVE] Yes, thank you.
[CUSTOMER][POSITIVE] No, that's it thank you.
[AGENT][POSITIVE] You're welcome and thank you for calling American Public Life, [PII]. Have a great day. Bye-bye.
[CUSTOMER][POSITIVE] You're welcome no problem alright you too bye.