AccountId: 011433970860
ContactId: d720c973-90de-4e09-8523-1032ba64a4ce
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 117940 ms
Total Talk Time (AGENT): 51732 ms
Total Talk Time (CUSTOMER): 30839 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/25/d720c973-90de-4e09-8523-1032ba64a4ce_20250625T14:28_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. I need to check on a claim, please.
[AGENT][NEUTRAL] I can verify claim status. May I have your name and the policy number?
[CUSTOMER][NEUTRAL] My name is [PII]. I have policy number 226-0508.
[AGENT][NEUTRAL] Well, may I have a good call back number for you?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Patient is [PII]. Uh date of birth is [PII].
[AGENT][POSITIVE] Thank you for verifying that information.
[AGENT][NEUTRAL] May I have a data service?
[CUSTOMER][NEUTRAL] 5 1525. Total charge 372.
[AGENT][NEUTRAL] Thank you for future references you may visit our website at [PII] to check claim status as well. One moment.
[AGENT][NEUTRAL] This process under the claim number 3,614,920 benefit amount of $223.20 processed to the provider.
[AGENT][NEUTRAL] This claim processed on.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK. Can you give me the check number, please?
[AGENT][NEUTRAL] Yes, one moment.
[AGENT][NEUTRAL] 2051078
[CUSTOMER][NEUTRAL] Was the check issued on [PII] as well?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] OK. Thank you so much. You have a good day.
[AGENT][POSITIVE] Thank you for calling American Public Life [PII]. Have a great day. Bye bye.
[CUSTOMER][NEUTRAL] Mhm