AccountId: 011433970860
ContactId: d363a98a-c291-4864-aecd-741a88ec6ebe
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 180820 ms
Total Talk Time (AGENT): 86812 ms
Total Talk Time (CUSTOMER): 50811 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/17/d363a98a-c291-4864-aecd-741a88ec6ebe_20250317T15:21_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 [PII], my name is [PII]. I'm just looking for the status of a claim.
[AGENT][NEUTRAL] I can verify claim status. May I have a policy number?
[CUSTOMER][NEUTRAL] Yes, this is 1480429 ML 7.
[AGENT][POSITIVE] Thank you. May I have a good callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] No extension.
[AGENT][NEUTRAL] Thank you. May I have the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][POSITIVE] Thank you for verifying that information.
[AGENT][NEUTRAL] May I have a date of service?
[CUSTOMER][NEUTRAL] This is [PII].
[CUSTOMER][NEUTRAL] That is for 1230.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] For future references, you may visit our website at [PII] to check claim status as well.
[AGENT][NEUTRAL] And I'm not showing that we have received their service [PII] as of today. There's no claims in line for processing. Would you like to fax it over?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] It is [PII] attention claims.
[CUSTOMER][NEUTRAL] And can I also have the PO box?
[AGENT][NEUTRAL] Yes, it is [PII].
[AGENT][NEUTRAL] And that's [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Perfect. And was this number active during the state of service?
[AGENT][NEUTRAL] That is correct. Policy is effective to [PII] and it is active.
[CUSTOMER][POSITIVE] Perfect. And can I have a reference number as well?
[AGENT][NEUTRAL] It will be my name which is [PII] Last initial is [PII] along with today's date. [PII], is there anything else I can assist you with?
[CUSTOMER][POSITIVE] No, ma'am, but you have a wonderful day.
[AGENT][POSITIVE] [PII], you as well. And thank you for calling American Public Life. Have a great day. Bye-bye.
[CUSTOMER][NEUTRAL] You too bye bye.