AccountId: 011433970860
ContactId: d90d6112-78de-4bee-98ce-3adb730f00e0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 209660 ms
Total Talk Time (AGENT): 68565 ms
Total Talk Time (CUSTOMER): 79948 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/27/d90d6112-78de-4bee-98ce-3adb730f00e0_20250127T15:43_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. Who am I speaking with?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] calling from provider office, and I'm looking for the claim status.
[AGENT][NEUTRAL] Oh absolutely I can help you with that, but first we're having phone issues. Can I get a callback number in case I lose you?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect and the policy number?
[CUSTOMER][NEUTRAL] Policy number is 1640661.
[AGENT][NEUTRAL] And OK, I'm sorry that didn't come up. Can you give it to me one more time?
[CUSTOMER][NEUTRAL] Oh, yes, 164-0661.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] No, it's saying it's not a let me try one more time 164.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEUTRAL] OK, and the patient's name?
[CUSTOMER][NEUTRAL] Uh patient's name is [PII].
[AGENT][NEUTRAL] OK, [PII]?
[CUSTOMER][NEUTRAL] Date of birth is uh.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect.
[AGENT][NEUTRAL] OK, and the data service?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] D of service is
[CUSTOMER][NEUTRAL] Uh, [PII] with the charge amount of $3,447.
[AGENT][NEUTRAL] OK, give me a second.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] But it
[AGENT][NEUTRAL] OK, we received that claim on [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Processed and paid on [PII] and it paid $1,441.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And uh.
[CUSTOMER][NEUTRAL] Is there any patient responsibility?
[AGENT][NEUTRAL] Uh, there was a deductible. Let me take a look at it real quick.
[AGENT][NEUTRAL] On our end.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, $200.
[CUSTOMER][NEUTRAL] $200 OK.
[CUSTOMER][NEUTRAL] Could you provide me the claim number?
[AGENT][NEUTRAL] Claim number is 351-7714.
[CUSTOMER][NEUTRAL] And uh could you uh send me the UB on fax?
[AGENT][POSITIVE] Absolutely fax number?
[CUSTOMER][NEUTRAL] Uh yes, so.
[CUSTOMER][NEUTRAL] Fax number is uh.
[CUSTOMER][NEUTRAL] 214
[CUSTOMER][NEUTRAL] 216
[CUSTOMER][NEUTRAL] 1951.
[AGENT][NEUTRAL] And attention?
[CUSTOMER][NEUTRAL] Attention to my name, home.
[AGENT][NEUTRAL] Could you spell that for me?
[CUSTOMER][NEUTRAL] Oh, [PII].
[AGENT][POSITIVE] [PII]. Perfect. OK, is there anything else I can help you with?
[CUSTOMER][POSITIVE] No, thank you so much. Uh, could you, uh, uh, spell your name and the call reference number?
[AGENT][NEUTRAL] No reference, just my name and it's [PII].
[CUSTOMER][POSITIVE] Uh, OK. Thank you so much, [PII]. Thank you.
[AGENT][POSITIVE] No problem you have a great rest of your day thank you.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][NEUTRAL] For calling APL, uh huh bye bye.