AccountId: 011433970860
ContactId: c7130af8-4346-4be1-8336-fc7b00a12b05
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 179360 ms
Total Talk Time (AGENT): 66658 ms
Total Talk Time (CUSTOMER): 40339 ms
Interruptions: 1
Overall Sentiment: AGENT=1.4, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/19/c7130af8-4346-4be1-8336-fc7b00a12b05_20250319T19:52_UTC.wav
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[CUSTOMER][POSITIVE] So funky
[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Uh, yes, my name is [PII]. I'm calling from a provider's office. I'm trying to follow up on the status of a claim.
[AGENT][NEUTRAL] May I have a callback number?
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][NEUTRAL] And may I have the policy number?
[CUSTOMER][NEUTRAL] Do you need all the zeros in the front?
[AGENT][NEUTRAL] You can just give me the digits after the 0.
[CUSTOMER][NEUTRAL] OK, 249-873-1.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the date of birth and total bill.
[AGENT][NEUTRAL] I'm sorry, the date of service, data service.
[CUSTOMER][NEUTRAL] Date of birth or date of service, OK, 2-17-25527 dollars.
[AGENT][POSITIVE] And thank you so much [PII] for verifying the policy. You can also check claim status via our secured portal which is [PII], and I'm pulling that information up for you now.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Fingers crossed y'all got it.
[AGENT][NEUTRAL] OK, we do have that claim on file.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] get the claim number for you.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] And for that claim, it does show that we received it on [PII]. It was processed on [PII].
[AGENT][NEUTRAL] Claim number 3576427. The claim process and it made a payment in the amount of.
[AGENT][NEUTRAL] $217.20.
[CUSTOMER][NEUTRAL] 2:17 20.
[CUSTOMER][POSITIVE] OK perfect.
[AGENT][NEUTRAL] And is there anything else that I can assist you with today, [PII]?
[CUSTOMER][POSITIVE] Thank
[CUSTOMER][POSITIVE] I don't think so. I think that's it. I appreciate your help.
[AGENT][POSITIVE] You're welcome. Thank you so much for calling American Public Life. Have a great day.
[CUSTOMER][NEGATIVE] You too dear bye bye.
[AGENT][POSITIVE] Thank you, bye.