AccountId: 011433970860
ContactId: d3479657-3954-471d-9bbd-0d053ae233f3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 158589 ms
Total Talk Time (AGENT): 67329 ms
Total Talk Time (CUSTOMER): 42420 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/27/d3479657-3954-471d-9bbd-0d053ae233f3_20250527T20:08_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] Hi, my name is [PII]. I'm looking for the claim status. Can you please spell your name for me first?
[AGENT][NEUTRAL] I can verify claim status. It's [PII] Last initial is [PII] May I have a policy number?
[CUSTOMER][NEUTRAL] Sure, policy number is.
[CUSTOMER][NEUTRAL] 0200
[AGENT][NEUTRAL] I'm sorry, I can barely hear you.
[CUSTOMER][NEUTRAL] Policy number is 02007928.
[AGENT][NEUTRAL] May I have a good callback number for you?
[CUSTOMER][NEUTRAL] Uh, sure, a good callback number is [PII].
[CUSTOMER][NEUTRAL] And this is direct line.
[AGENT][POSITIVE] Thank you.
[AGENT][POSITIVE] Thank you, one moment.
[AGENT][NEUTRAL] May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] A name is [PII] and the date of birth is [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. May I have a date of service?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Total bill amount?
[CUSTOMER][NEUTRAL] $9 even.
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] 229
[AGENT][NEUTRAL] Thank you for future reference, you may visit our website at [PII] to check claim status. This process under claim number 3579062. No benefits are payable. They do not have the office visit benefit.
[AGENT][NEUTRAL] This claim processed and then
[CUSTOMER][NEUTRAL] In
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] Sorry, please continue.
[AGENT][NEUTRAL] This claim processed and denied on [PII].
[CUSTOMER][NEUTRAL] OK. So, remaining balance is the responsibility?
[AGENT][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Please provide me the reference number.
[AGENT][NEUTRAL] It will be my name, which is [PII]. Last initial is [PII] along with today's date.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] Have a nice day.
[AGENT][NEUTRAL] I'm sorry?