AccountId: 011433970860
ContactId: e0607c93-65ee-4cc9-9165-a6118984359e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 150660 ms
Total Talk Time (AGENT): 55619 ms
Total Talk Time (CUSTOMER): 54044 ms
Interruptions: 0
Overall Sentiment: AGENT=2.2, CUSTOMER=3.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/16/e0607c93-65ee-4cc9-9165-a6118984359e_20250616T14:50_UTC.wav
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[AGENT][POSITIVE] Thank you for calling American Public Life. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Good morning, [PII]. This is [PII]. How are you today?
[AGENT][POSITIVE] I'm good. How are you, [PII]?
[CUSTOMER][POSITIVE] I'm doing good, thank you. Um, [PII], I need to check status on a claim, please.
[AGENT][POSITIVE] OK, I can help you with that.
[AGENT][NEUTRAL] Uh, could I get the, um,
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Callback number for you, I'm sorry.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And you just say status today?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And what is the
[AGENT][NEUTRAL] Um, policy number you're calling on.
[CUSTOMER][NEUTRAL] It is 01848596.
[AGENT][NEUTRAL] 1
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] This is on [PII], [PII].
[AGENT][NEUTRAL] Thank you for verifying the policy and what is the date of service you're checking?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] [PII] in the amount of $1,531.
[AGENT][NEUTRAL] OK, I do show the claim received. I show on [PII], a payment of $55 was made to the provider.
[CUSTOMER][NEUTRAL] On [PII]. Um, can I please have a claim number and a check number if you have available?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, ma'am, the claim number is 360.
[CUSTOMER][NEUTRAL] Hm
[AGENT][NEUTRAL] 8214.
[AGENT][NEUTRAL] The check number is 2,047,910.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Wonderful. Thank you so much, [PII]. I really appreciate your help.
[AGENT][POSITIVE] You're welcome, [PII]. Is there anything else I can help you with?
[CUSTOMER][POSITIVE] And you have a wonderful.
[CUSTOMER][POSITIVE] No, not at all. You have a wonderful rest of the day.
[AGENT][POSITIVE] You too. Thank you for calling APL. Bye bye.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] You're welcome bye bye.