AccountId: 011433970860
ContactId: a17cc456-8b1e-406b-b8dd-37c99f5a2910
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 175600 ms
Total Talk Time (AGENT): 68715 ms
Total Talk Time (CUSTOMER): 74539 ms
Interruptions: 1
Overall Sentiment: AGENT=1.3, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/03/a17cc456-8b1e-406b-b8dd-37c99f5a2910_20250403T14:32_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, [PII]. This is [PII] calling from broader office checking on a claim status.
[AGENT][NEUTRAL] Can I get a callback number please?
[CUSTOMER][NEUTRAL] [PII] is the direct line.
[AGENT][NEUTRAL] Can I get the policy number you're calling on?
[CUSTOMER][NEUTRAL] It's 02467155.
[AGENT][NEUTRAL] Patient's name.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] The patient name is
[CUSTOMER][NEUTRAL] [PII] and the date of the [PII] in [PII].
[AGENT][POSITIVE] Thank you so much for verifying the policy and you did say you were calling for claim status. What is the date of service?
[CUSTOMER][NEUTRAL] Mm, the date of service.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] [PII], sorry, [PII] until [PII].
[CUSTOMER][NEUTRAL] The bill amount is
[CUSTOMER][NEUTRAL] $174,210 even.
[AGENT][NEUTRAL] OK, thank you for that information. I do show the claim was received. It looks like we requested the the primary explanation of benefits. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] OK, when
[CUSTOMER][NEUTRAL] When was this claim received?
[AGENT][NEUTRAL] Uh, claim received on [PII].
[CUSTOMER][NEUTRAL] processed it.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, we already sending now, yeah, you'll be too far.
[CUSTOMER][NEUTRAL] Uh, on [PII] yesterday, [PII]. And just to verify the uh send them.
[AGENT][NEUTRAL] OK, if it was, if it was just sent on for [PII], then we don't have it at this time.
[CUSTOMER][NEUTRAL] Mm so the fax number is [PII]. It is the right fax number?
[AGENT][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] But I need to know some more times because it's a fax and yesterday, right?
[AGENT][NEUTRAL] OK, at this time it's not showing in the system, so I would allow more time and maybe um we will be able to see that information in the system by tomorrow.
[CUSTOMER][NEUTRAL] Oh, OK. Yes. Uh, could you spell your name?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK. Can I get the claim number, [PII]?
[AGENT][NEUTRAL] The claim number is 3546727.
[CUSTOMER][NEUTRAL] Can I get the reference number for the call?
[AGENT][NEUTRAL] To reference the call, you'll use my name and today's date.
[CUSTOMER][POSITIVE] OK, [PII]. Thank you. Thank you for the information, uh.
[AGENT][POSITIVE] You're welcome. You have a wonderful day and thank you for calling APL. Bye bye.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Bye.