AccountId: 011433970860
ContactId: d70879f0-4de3-44e0-b014-575e7f8f2587
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 252220 ms
Total Talk Time (AGENT): 89975 ms
Total Talk Time (CUSTOMER): 79374 ms
Interruptions: 2
Overall Sentiment: AGENT=0.2, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/09/d70879f0-4de3-44e0-b014-575e7f8f2587_20250609T14:19_UTC.wav
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[AGENT][NEUTRAL] Calling American Public Life, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, uh, hi [PII]. My name is [PII] and my last name initial is [PII] calling for the provider to check on the claim status.
[AGENT][NEUTRAL] I can verify claim status. [PII]. May I have a policy number?
[CUSTOMER][NEUTRAL] Uh, sure.
[CUSTOMER][NEUTRAL] Policy number is gonna be 022.
[CUSTOMER][NEUTRAL] 86545 M as in Mike L as in Lima.
[AGENT][POSITIVE] Thank you. May I have a good callback number for you?
[CUSTOMER][NEUTRAL] Uh, best callback number is [PII].
[AGENT][NEUTRAL] May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] [PII] and the date of birth is [PII].
[AGENT][NEUTRAL] Thank you for verifying that information, one moment.
[AGENT][NEUTRAL] May I have a date of service?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] The service is [PII] with the total charges of 900 and, uh.
[CUSTOMER][NEUTRAL] That's gonna be $895 even.
[AGENT][NEUTRAL] Thank you for future reference, you may visit our website at [PII] to check claim status as well. One moment.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Yes, I was just before my my business so you gonna be.
[AGENT][NEUTRAL] This processed under claim number.
[AGENT][NEUTRAL] 351-0646. It looks like it paid a benefit amount of $154.65 to provider.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] This claim processed on.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] 9 27 2024.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And can I have the issue date?
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] Can I get the issued date? When was the payment issued on?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Perfect. Was it a check or an EFT payment?
[AGENT][NEUTRAL] It was a single check?
[AGENT][NEUTRAL] Check number is 2004837.
[CUSTOMER][POSITIVE] Perfect. And can I get a clear date?
[AGENT][NEUTRAL] I would have to send it over to finance to verify when it cleared.
[CUSTOMER][NEGATIVE] Uh, sorry, I'm not getting it.
[AGENT][NEGATIVE] I would have to send it over to the finance department to get a date that it cleared. I don't have that access in my system.
[CUSTOMER][NEUTRAL] OK. Can you transfer the call from your end?
[AGENT][NEUTRAL] Turnaround time is 24 to 48 hours. You can call back and we'll have it in our system. I'll send it over to finance today.
[CUSTOMER][POSITIVE] Oh, perfect.
[AGENT][NEUTRAL] [PII], is there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] Um, thanks for asking. Can I have the reference number for this call?
[AGENT][NEUTRAL] It will be my name which is [PII] Last initial is [PII] along with today's date.
[CUSTOMER][POSITIVE] Perfect. OK, [PII], thank you. Thanks a lot for assisting me.
[AGENT][POSITIVE] [PII], you're so welcome, and thank you for calling American Public Life. Have a great day. Bye-bye.
[CUSTOMER][NEUTRAL] You too. Bye-bye.