AccountId: 011433970860
ContactId: af4909f7-41a0-4d71-83d7-0ad5801474b6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 221440 ms
Total Talk Time (AGENT): 115320 ms
Total Talk Time (CUSTOMER): 38648 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/21/af4909f7-41a0-4d71-83d7-0ad5801474b6_20250221T14:59_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, I need to check claim status.
[AGENT][NEUTRAL] I can verify claim status. May I have your name and the policy number?
[CUSTOMER][NEUTRAL] My name is [PII] calling from Anderson Radiy. Policy number is 02137692.
[AGENT][POSITIVE] Thank you. And may I have a good callback number for you?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you one moment.
[AGENT][NEUTRAL] May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. May I have a date of service?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And total bill amount?
[CUSTOMER][NEUTRAL] 125.
[AGENT][NEUTRAL] Thank you for future reference. you may visit our website at [PII] to check claim status as well. One moment.
[AGENT][NEUTRAL] This processed under claim number 3510795. It looks like a benefit amount of $99 paid to the provider. This claim processed on [PII].
[CUSTOMER][NEUTRAL] OK, we didn't receive the payment.
[AGENT][NEUTRAL] OK, let me see, it was mailed to.
[AGENT][NEUTRAL] Anderson Diagnostic [PII].
[CUSTOMER][POSITIVE] Yes, that's correct.
[AGENT][NEUTRAL] OK, let me see if I can verify.
[AGENT][NEUTRAL] I would have to send it over to finance to see if it has cleared. Let me see if I can see if the check is outstanding. One moment.
[CUSTOMER][NEUTRAL] OK, and do you have the check number?
[AGENT][NEUTRAL] Yes, it's 2004846.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so I can't verify on my end. So I will send it over to the finance department. And if it's determined that it is not.
[AGENT][NEGATIVE] has been processed yet, we'll uh stop pay and reissue.
[CUSTOMER][NEUTRAL] OK, and when, uh, can I follow up?
[AGENT][NEUTRAL] Um, normal turnaround to verify is 24 to 48 hours to verify if it has cleared or not. But then once it's reprocessed, the turnaround time is 7 to 10 business days, but it doesn't necessarily take that long.
[CUSTOMER][NEUTRAL] OK, and is there a reference number for the call?
[AGENT][NEUTRAL] Yes, it will be my name which is [PII] Last initial is [PII] along with today's date.
[CUSTOMER][POSITIVE] All right, thank you very much.
[AGENT][POSITIVE] [PII], you're so welcome and thank you for calling American Public Life. Have a great day. Bye-bye.
[CUSTOMER][NEUTRAL] You too bye bye.