AccountId: 011433970860
ContactId: e5625092-3488-40b4-ac80-038757d7f992
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 234369 ms
Total Talk Time (AGENT): 99556 ms
Total Talk Time (CUSTOMER): 95421 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/30/e5625092-3488-40b4-ac80-038757d7f992_20250430T19:05_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII].
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII] and I'm calling you from the provider's office. And I'm looking for a claim status.
[AGENT][NEUTRAL] I can verify claim status. [PII], may I have the policy number?
[CUSTOMER][NEUTRAL] Mhm. And the.
[CUSTOMER][NEUTRAL] Policy number which is 02210438 M Mike Lima number 8.
[AGENT][POSITIVE] Thank you, may I have a good call back number for you?
[CUSTOMER][NEUTRAL] Mhm. Callback number is [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] It's a direct line. There's no extension.
[AGENT][NEUTRAL] Thank you. May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And this patient name, it's
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Date of birth, it's [PII], it's [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. May I have a date of service?
[CUSTOMER][NEUTRAL] Mhm. It's [PII].
[CUSTOMER][NEUTRAL] And the bill charge is $238.83.
[AGENT][NEUTRAL] Thank you for future reference, you may visit our website at [PII] to check claim status as well. One moment, I'll pull this up.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So.
[AGENT][NEUTRAL] And that was for data service 1114 2024.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] As of today, I'm not showing we have received 1114 of 24 for $238.83.
[CUSTOMER][NEUTRAL] OK. Can you just verify this patient policy was activated of service?
[AGENT][NEUTRAL] That is correct. Policies effective [PII]. Looks like policy term, let me see if there's a term date.
[AGENT][NEUTRAL] [PII]. So it was active at time of service.
[CUSTOMER][NEUTRAL] OK. And the claim mailing address we have on file which is
[CUSTOMER][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEGATIVE] That is incorrect.
[AGENT][NEUTRAL] The claim's mailing address will be.
[CUSTOMER][NEUTRAL] OK, can I get the.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK. Just make sure it's [PII].
[CUSTOMER][NEUTRAL] [PII], right?
[AGENT][NEUTRAL] No, sir.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] [PII] is your [PII].
[CUSTOMER][NEUTRAL] [PII], right?
[AGENT][NEUTRAL] [PII]. That is correct.
[CUSTOMER][POSITIVE] [PII] [PII]. OK, sounds great thank you so much.
[AGENT][POSITIVE] That is correct.
[AGENT][POSITIVE] You're so welcome. Is there anything else I can help you with?
[CUSTOMER][POSITIVE] OK, sounds great.
[CUSTOMER][NEUTRAL] Uh, no, [PII], can you just provide me the reference number of this call?
[AGENT][NEUTRAL] It will be my name which is [PII]. Last initial is [PII] along with today's date.
[CUSTOMER][POSITIVE] Thank you so much, [PII] and have a great day. Bye-bye. Take care.
[AGENT][POSITIVE] [PII], you're so welcome and thank you for calling American Public Life. Have a great day. Bye-bye.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK.