AccountId: 011433970860
ContactId: c2653513-d263-412b-adbf-231ff7045889
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 137759 ms
Total Talk Time (AGENT): 60421 ms
Total Talk Time (CUSTOMER): 47519 ms
Interruptions: 0
Overall Sentiment: AGENT=2.4, CUSTOMER=3.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/17/c2653513-d263-412b-adbf-231ff7045889_20250617T13:08_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] Good morning, [PII]. This is [PII] from Baptist Outpatient Services. How are you?
[AGENT][POSITIVE] I'm great how are you?
[CUSTOMER][POSITIVE] I'm doing good, thank you. [PII] I need to check status on the claim, please.
[AGENT][NEUTRAL] I can verify claim status. May I have a policy number?
[CUSTOMER][NEUTRAL] Um, policy number is 01848596.
[AGENT][POSITIVE] Thank you. May I have a good callback number for you?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you, one moment.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] I have the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Um, [PII], [PII].
[AGENT][POSITIVE] Thank you for verifying that information.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Can I have a data service.
[CUSTOMER][NEUTRAL] Um, [PII] in the amount of $6,674.
[AGENT][POSITIVE] Thank you for future reference. You may visit our website at [PII] to check claim status as well.
[AGENT][NEUTRAL] One moment.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] This processed under claim number 3608212. It paid a benefit amount of $200 to the provider.
[AGENT][NEUTRAL] This processed on.
[AGENT][NEUTRAL] 62 2025
[CUSTOMER][POSITIVE] Wonderful. And do you happen to have a check number?
[AGENT][NEUTRAL] Yes, it will be.
[AGENT][NEUTRAL] 204-790-9.
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][POSITIVE] You're so welcome. Is there anything else I can assist you with, [PII]?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][POSITIVE] No, that would be it. Thank you and you have a wonderful rest of the day.
[AGENT][POSITIVE] You're so welcome and thank you for calling American Public Life, [PII]. Have a great day. Bye-bye.
[CUSTOMER][POSITIVE] Thank you. You too. Bye-bye.