AccountId: 011433970860
ContactId: b3338403-cb3a-4e82-9daf-dfa2988c4cc4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 194320 ms
Total Talk Time (AGENT): 75422 ms
Total Talk Time (CUSTOMER): 50153 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/13/b3338403-cb3a-4e82-9daf-dfa2988c4cc4_20250113T18:54_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes, ma'am. I was calling um about a question about a claim for a patient of ours.
[AGENT][NEUTRAL] May I have your name and a callback number?
[CUSTOMER][NEUTRAL] Yes, ma'am. It's [PII] and it's at [PII].
[AGENT][NEUTRAL] And you said [PII]?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] And [PII], may I please have the policy number?
[CUSTOMER][NEUTRAL] Mhm. It's um 024.
[CUSTOMER][NEUTRAL] 408.
[CUSTOMER][NEUTRAL] 18
[AGENT][NEUTRAL] And may I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], um, and it's [PII].
[AGENT][NEUTRAL] And you're calling in regards to a claim. May I please have the date of service and total bill?
[CUSTOMER][NEUTRAL] Uh-huh, [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] I'm pulling that information up for you now.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So it does show that we did receive that claim on [PII].
[AGENT][NEUTRAL] It was [PII].
[AGENT][NEUTRAL] Actually, what's this receipt?
[AGENT][NEUTRAL] Let me pull the received date.
[AGENT][NEUTRAL] It's probably [PII].
[AGENT][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] And it was processed on [PII]. That claim number is 354.
[AGENT][NEUTRAL] 7041.
[AGENT][NEUTRAL] That claim shows that it processed and it made a payment in the amount of $90.40.
[CUSTOMER][POSITIVE] OK, so we should be getting it soon.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Claim number.
[CUSTOMER][NEUTRAL] OK, can I use the uh claim number as your reference number for the call?
[CUSTOMER][NEUTRAL] Yeah,
[AGENT][NEUTRAL] The reference will be my first name [PII], last initial of [PII] and today's date.
[AGENT][NEUTRAL] And would you like the check number as well?
[CUSTOMER][NEUTRAL] OK, how do you spell your first name?
[AGENT][NEUTRAL] It is spelled [PII]
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And the check number is 202.
[CUSTOMER][NEUTRAL] All right. Yes, ma'am.
[AGENT][NEUTRAL] 1832.
[CUSTOMER][POSITIVE] OK, perfect. OK, thank you so much for your help today.
[AGENT][POSITIVE] You're welcome thank you for calling American Public Life. Have a great day.
[CUSTOMER][POSITIVE] Thank you. Bye-bye.