AccountId: 011433970860
ContactId: a1bdc1fe-7c2f-4d23-b04a-1d5c8298342e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 521729 ms
Total Talk Time (AGENT): 157709 ms
Total Talk Time (CUSTOMER): 113059 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/05/a1bdc1fe-7c2f-4d23-b04a-1d5c8298342e_20250205T21:06_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm just looking for the status of some claims.
[AGENT][NEUTRAL] I can verify claim status, [PII]. May I have a policy number?
[CUSTOMER][NEUTRAL] 01256021
[CUSTOMER][NEUTRAL] ML 8.
[AGENT][POSITIVE] Thank you. May I have a good callback number for you?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEGATIVE] No extension.
[AGENT][NEUTRAL] Thank you. May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] This is [PII] [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. May I have a date of service?
[CUSTOMER][NEUTRAL] This is [PII].
[CUSTOMER][NEUTRAL] Sorry, [PII].
[CUSTOMER][NEUTRAL] This is for.
[CUSTOMER][NEUTRAL] $471.
[AGENT][POSITIVE] Thank you for future reference, you may visit our website at [PII] to check claim status as well.
[AGENT][NEUTRAL] One moment I'll get this pulled up.
[AGENT][NEUTRAL] OK, looks like this one processed under claim number.
[AGENT][NEUTRAL] 354-88888 and this processed under policy number 022.
[AGENT][NEUTRAL] 95807.
[AGENT][NEUTRAL] Benefit amount of $189.40 processed to the provider on [PII].
[CUSTOMER][NEUTRAL] And this paid?
[AGENT][NEUTRAL] Yes, it processed and paid to the provider on [PII].
[CUSTOMER][NEUTRAL] How much did that pay for?
[AGENT][NEUTRAL] 18,940.
[CUSTOMER][NEUTRAL] Oh, is it by FT check?
[AGENT][NEUTRAL] Yes, it was a single check.
[CUSTOMER][NEUTRAL] What's the check number?
[AGENT][NEUTRAL] The check number was?
[AGENT][NEUTRAL] 2021913.
[CUSTOMER][NEUTRAL] And has that been cleared?
[AGENT][NEUTRAL] It has not been 30 days, so I would have to send it over to finance to verify if it has posted or not.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect and I have 2 more members I need to look up.
[AGENT][NEUTRAL] Are they different members?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] I have a policy number?
[CUSTOMER][NEUTRAL] 022.
[CUSTOMER][NEUTRAL] 81881.
[AGENT][NEUTRAL] Patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you and date of service.
[CUSTOMER][NEUTRAL] [PII]. Excuse me.
[CUSTOMER][NEUTRAL] Sorry, so
[CUSTOMER][NEUTRAL] Miss [PII] for 260.
[AGENT][POSITIVE] Thank you, one moment.
[AGENT][NEUTRAL] This one processed under claim number 354-897-8.
[AGENT][NEUTRAL] Looks like a benefit amount of $82.01 processed to the provider on.
[AGENT][NEUTRAL] 182025.
[CUSTOMER][NEUTRAL] And is it on that same check number?
[AGENT][NEUTRAL] OK, this would have, check number is 2021931.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] OK, and we can move on to the last number I have.
[AGENT][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] Sure
[AGENT][NEUTRAL] And policy number?
[CUSTOMER][NEUTRAL] 021.
[CUSTOMER][NEUTRAL] 50232.
[AGENT][NEUTRAL] Patient's name and date of birth.
[CUSTOMER][NEUTRAL] This is.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And data service.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] This one is for 500.
[AGENT][NEUTRAL] OK, let me see.
[AGENT][NEUTRAL] OK, so it looks like this one processed under claim number.
[AGENT][NEUTRAL] 354-897-1.
[AGENT][NEUTRAL] Looks like it paid a benefit amount of $250.
[AGENT][NEUTRAL] This one process.
[CUSTOMER][NEUTRAL] 250 even?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] This one processed on [PII] as well.
[AGENT][NEUTRAL] Under check number.
[AGENT][NEUTRAL] 2021932.
[CUSTOMER][POSITIVE] Perfect. All right, well thank you very much for helping me with these claims today.
[AGENT][POSITIVE] You are so welcome, [PII]. Is there anything else I can assist you with?
[CUSTOMER][POSITIVE] No, ma'am, but you have a wonderful day.
[AGENT][POSITIVE] Thank you for calling American Public Life, [PII]. Have a great day. Bye-bye.
[CUSTOMER][NEUTRAL] You too bye bye.