AccountId: 011433970860
ContactId: f2417a22-1fbb-4e87-8cc2-4708ac5d86ad
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 167259 ms
Total Talk Time (AGENT): 84217 ms
Total Talk Time (CUSTOMER): 58388 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=1.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/08/f2417a22-1fbb-4e87-8cc2-4708ac5d86ad_20250108T19:23_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, um, this is [PII] calling from Ros office to check on the claim status.
[AGENT][NEUTRAL] I can verify claim status, [PII]. May I have a policy number?
[CUSTOMER][NEUTRAL] Sure, um, it's 02441381.
[AGENT][NEUTRAL] [PII], may I have a good callback number for you?
[CUSTOMER][NEUTRAL] Sure, um, it's [PII] with my extension.
[AGENT][NEUTRAL] Thank you. May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Um, it's [PII], and the date of birth is [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. May I have a date of service?
[CUSTOMER][NEUTRAL] Um, it's [PII].
[CUSTOMER][NEUTRAL] And the amount is $26.26.
[AGENT][NEUTRAL] Thank you, and that was [PII].
[CUSTOMER][NEUTRAL] Um, it's [PII].
[AGENT][NEUTRAL] [PII]. Thank you. For future reference, you may visit our website at [PII] to check claim status as well.
[AGENT][NEUTRAL] One moment, I'll get this pulled up.
[AGENT][NEGATIVE] This processed under claim number 3527486. It looks like no benefits were payable. The daily max was met.
[AGENT][NEUTRAL] This claim was received on [PII]. It processed and denied on [PII].
[CUSTOMER][NEUTRAL] OK, um, it was one trust member responsibility, right?
[AGENT][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] OK, I'm going to send the copy of ready for this one.
[AGENT][NEUTRAL] May I have your fax number?
[CUSTOMER][NEUTRAL] Sure, uh, it's [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And attention to my name, it's [PII]
[AGENT][NEUTRAL] I have [PII]. Attention [PII].
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Yes, correct.
[AGENT][POSITIVE] OK, I'll send it right over. Is there anything else I can assist you with?
[CUSTOMER][POSITIVE] Um, no, thank you so much. Can I get the call reference number?
[AGENT][NEUTRAL] Yes, it will be my name which is [PII] Last initial is [PII] along with today's date.
[CUSTOMER][POSITIVE] OK, thank you so much for asking. Have a good day bye bye.
[AGENT][POSITIVE] You're so welcome, and thank you for calling American Public Life, [PII]. Have a great day. Bye-bye.