AccountId: 011433970860
ContactId: deece9bf-fd3b-4c6e-9fb4-63992a8ea047
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 162630 ms
Total Talk Time (AGENT): 61242 ms
Total Talk Time (CUSTOMER): 61999 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/2025/03/11/deece9bf-fd3b-4c6e-9fb4-63992a8ea047_20250311T20:05_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, [PII]. This is [PII]. I'm calling from provider's office, checking on claim status.
[AGENT][NEUTRAL] May I please have a callback number?
[CUSTOMER][NEUTRAL] Yes, the callback number is [PII] and it's a direct line.
[AGENT][NEUTRAL] May I have the policy number?
[CUSTOMER][NEUTRAL] It's 1066911.
[AGENT][NEUTRAL] And that is 1066911.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] The patient name is [PII].
[CUSTOMER][NEUTRAL] And the date of birth is [PII].
[AGENT][NEUTRAL] And may I have the date of service and total bill?
[CUSTOMER][NEUTRAL] [PII]. bill amount $910 even.
[AGENT][NEUTRAL] That's 910.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And that is for data service [PII]. I'm pulling that information up for you now.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] And it is showing that no claim is on file for that data service.
[CUSTOMER][NEUTRAL] No claim on file. Could you confirm the number was on the rate of service?
[AGENT][NEUTRAL] The member was active at the time of service.
[CUSTOMER][NEUTRAL] OK, and could you confirm the claim's mailing address?
[AGENT][NEUTRAL] Yes, go ahead and for the verification.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] No. The mailing address, no, that's incorrect. The correct mailing address is [PII].
[CUSTOMER][NEUTRAL] Then it's a.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Uh.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] It
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] 8950.
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] OK, got it, uh, [PII]. Could you help me with the reference number?
[AGENT][NEUTRAL] The reference number will be my first name [PII], last initial of [PII] and today's date.
[CUSTOMER][NEUTRAL] OK, got it.
[CUSTOMER][POSITIVE] Thank you for your help and assistance.
[AGENT][NEUTRAL] And I do want
[AGENT][POSITIVE] You're welcome and thank you so much for calling American Public Life Orlando have a great rest of your day.
[CUSTOMER][POSITIVE] You too have a great day. Stay safe. Bye-bye.
[AGENT][POSITIVE] Thank you.