AccountId: 011433970860
ContactId: ad2eca43-2726-4cf1-b449-7f77fbc13fe7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 99300 ms
Total Talk Time (AGENT): 39305 ms
Total Talk Time (CUSTOMER): 31901 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=2.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/30/ad2eca43-2726-4cf1-b449-7f77fbc13fe7_20250130T20:26_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], my name is [PII]. I'm calling from a provider's office to check the status on a claim for one of our patients, please.
[AGENT][NEUTRAL] OK I can take a look at that for you. Can I get a callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. The policy number you're calling on?
[CUSTOMER][NEUTRAL] 739004.
[AGENT][NEUTRAL] The patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII], date of birth [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Thank you for verifying the policy and you did say status today. What is the date of service you're checking?
[CUSTOMER][NEUTRAL] Yes, [PII] for $168.
[AGENT][NEUTRAL] 6
[AGENT][NEUTRAL] OK, looks like the claim was processed. It looks like uh.
[AGENT][NEUTRAL] And this claim was paid to the insured, it looks like the insured submitted the claim.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect all right.
[AGENT][NEUTRAL] OK. Is there anything else I can help you with?
[CUSTOMER][POSITIVE] That's all, no, that's all I need. I appreciate your help today.
[AGENT][POSITIVE] You're welcome you have a wonderful day. Thank you for calling APL.
[CUSTOMER][POSITIVE] Thank you. OK.
[AGENT][NEUTRAL] Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.