AccountId: 011433970860
ContactId: c7d89355-aa4d-4f92-8bab-fdd052439016
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 156160 ms
Total Talk Time (AGENT): 60080 ms
Total Talk Time (CUSTOMER): 36148 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/17/c7d89355-aa4d-4f92-8bab-fdd052439016_20250117T17:39_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'm just calling to check on a claim.
[AGENT][NEUTRAL] May I have your name and have a callback number?
[CUSTOMER][NEUTRAL] [PII] [PII]
[AGENT][NEUTRAL] And [PII], may I please have the policy number?
[CUSTOMER][NEUTRAL] Um, it is 021-31659.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] date of birth [PII].
[AGENT][NEUTRAL] And you're calling in for status of claim. May I have the date of service and total bill?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] That's [PII] 2024 $127.31.
[AGENT][NEUTRAL] Thank you, and you can also check claim status via our secured portal that is [PII] and that is for data service of 10-1424 total bill charge 12731.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] I'm pulling that information up for you now.
[AGENT][NEUTRAL] OK, I'm not seeing a claim on file for that for that total bill charge.
[CUSTOMER][NEUTRAL] OK, let's see here.
[CUSTOMER][NEUTRAL] Uh, what is your guys'?
[CUSTOMER][NEUTRAL] Address to send claims.
[AGENT][NEUTRAL] The mailing address is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]. And is there anything else that I can assist you with today, [PII]?
[CUSTOMER][POSITIVE] That'll be it thank you so much.
[AGENT][POSITIVE] You're welcome. Thank you for calling American Public Life. Have a great day.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][POSITIVE] Thank you.