AccountId: 011433970860
ContactId: ebe6c82c-d0b5-46a2-b1cd-7492b424b880
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 204470 ms
Total Talk Time (AGENT): 98006 ms
Total Talk Time (CUSTOMER): 66931 ms
Interruptions: 1
Overall Sentiment: AGENT=0.9, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/19/ebe6c82c-d0b5-46a2-b1cd-7492b424b880_20250219T14:28_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] Yes, this is [PII] with Mercy Clinic, and I was calling to check on a medical claim please.
[AGENT][NEUTRAL] Oh, OK, I can help you with that. Uh, [PII], could I get a callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And you say you're calling for status today?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and what is the policy number you're calling on?
[CUSTOMER][NEUTRAL] 023-299-90
[AGENT][NEUTRAL] Patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] I to spell his last name [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And the date of birth?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you so much for verifying the account and uh you did say status what is the data service we're checking today?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] $1,988.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I do not show we have a claim on file for [PII]. This is a dental claim, correct?
[CUSTOMER][NEUTRAL] Oh, let me see here I don't think it is.
[AGENT][NEUTRAL] What type of policy it shows they have a.
[CUSTOMER][NEUTRAL] No, it's not uh for dental.
[AGENT][NEUTRAL] What type of benefit is it for?
[CUSTOMER][NEUTRAL] Uh, well, this is for a, um.
[AGENT][NEUTRAL] I do have another account here.
[AGENT][NEUTRAL] Uh, different policy. Let me see, Thursday.
[AGENT][NEUTRAL] Mm mm mm mm.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] OK, even with this policy, um, is it, do you know what type of be is it a medical benefit a.
[CUSTOMER][NEUTRAL] Well, I don't know if she's got a medical benefit or not. The claim is uh.
[AGENT][NEUTRAL] No, what type of claim are you checking? Is it medical, dental? What type of claim? OK.
[CUSTOMER][NEUTRAL] It's medical.
[CUSTOMER][NEUTRAL] It's medical mhm.
[AGENT][NEUTRAL] OK, let me check this other policy with us.
[AGENT][NEUTRAL] OK, the, yeah, I don't show a claim on file uh for [PII] and actually the policies they did have with us canceled uh [PII].
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Oh OK well.
[CUSTOMER][NEUTRAL] I just found her dental card and it does show.
[CUSTOMER][NEUTRAL] Uh, a dental
[AGENT][POSITIVE] OK, yeah, she definitely has a dental benefit and it looks like maybe this is uh.
[CUSTOMER][NEUTRAL] Car insurance card, OK.
[CUSTOMER][NEUTRAL] OK, all right.
[AGENT][NEUTRAL] OK, is there anything else I can help you with?
[CUSTOMER][POSITIVE] Alright wonderful.
[CUSTOMER][NEUTRAL] Uh, no, that's all.
[AGENT][POSITIVE] OK, you have a wonderful day. Thank you for calling APL. Bye bye.
[CUSTOMER][NEUTRAL] You too mhm bye bye.