AccountId: 011433970860
ContactId: c01256f8-8ece-43fc-8f36-69fd67191831
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 132929 ms
Total Talk Time (AGENT): 39500 ms
Total Talk Time (CUSTOMER): 63669 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/20/c01256f8-8ece-43fc-8f36-69fd67191831_20250320T18:02_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling to check uh claim status.
[AGENT][NEUTRAL] Sure, [PII], I can assist you with that. Can I have a callback number for you and your policy number?
[CUSTOMER][NEUTRAL] Yes, uh, the callback number is [PII] and patients policy number is 909153556.
[CUSTOMER][NEUTRAL] Nope, I'm sorry I gave you the wrong one. She's got primary and secondary um ID number is 02468630.
[AGENT][NEUTRAL] Thank you. Could you verify the patient's name and date of birth?
[CUSTOMER][POSITIVE] And I apologize.
[CUSTOMER][NEUTRAL] Yes, it's [PII] and date of birth is [PII], and I apologize, what was your name again?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] You're calling to check the status of a claim for what date of service?
[CUSTOMER][NEUTRAL] Uh, date of service is.
[CUSTOMER][NEUTRAL] [PII] of this year.
[AGENT][NEUTRAL] Do you know when the claims were submitted here to American Public Life?
[CUSTOMER][NEUTRAL] Um, I faxed it over, um, on the [PII].
[CUSTOMER][NEUTRAL] I just wanted to make sure y'all received it.
[CUSTOMER][NEGATIVE] Doesn't sound like it.
[AGENT][NEUTRAL] Mm, no, she has two claims that has not been processed yet, but we did receive them on the [PII]. I'm just trying to verify if those are the correct data services.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Got you OK.
[AGENT][NEUTRAL] What was the date of service again?
[CUSTOMER][NEUTRAL] Data service is [PII] and then there may also be one.
[CUSTOMER][NEUTRAL] For [PII].
[AGENT][NEUTRAL] So we received those claims they're currently in line and waiting to be processed.
[CUSTOMER][POSITIVE] OK perfect. At least they've been received thank you so much. Is there a call reference number?
[AGENT][NEUTRAL] We don't provide those. You can use my name in today's date as a reference.
[CUSTOMER][POSITIVE] OK perfect thank you so much I appreciate your help.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.