AccountId: 011433970860
ContactId: f4830c6f-f40f-4368-baaa-12ec0f1d48e2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 164669 ms
Total Talk Time (AGENT): 52931 ms
Total Talk Time (CUSTOMER): 38916 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/29/f4830c6f-f40f-4368-baaa-12ec0f1d48e2_20250129T20:31_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] Hey, hi, my name is [PII] calling from provide office to check on claim status.
[AGENT][NEUTRAL] May I have a callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, and may I have the policy number?
[CUSTOMER][NEUTRAL] 022604887.
[AGENT][NEUTRAL] May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] It's [PII] on the date of the this.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And you're calling in for status. May I please have the date of service and the total bill?
[CUSTOMER][NEUTRAL] It's uh [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] That was [PII]?
[CUSTOMER][NEUTRAL] Mhm. Right.
[AGENT][NEUTRAL] And what and what was the total bill?
[CUSTOMER][NEUTRAL] It's $277 even.
[AGENT][NEUTRAL] So for the data service of 1025 24.
[AGENT][NEUTRAL] I'm not showing a claim on file.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And is this for medical or is this for dental?
[CUSTOMER][NEUTRAL] Medical.
[AGENT][NEUTRAL] OK, yes, I'm not showing the claim on file for that date of service.
[CUSTOMER][NEUTRAL] OK, may I know your name?
[AGENT][NEUTRAL] It is [PII]. Would you like me to spell that for you?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] It is spelled [PII] Last [PII] and today's date is the call reference. Is there anything else that I can assist you with today, [PII]?
[CUSTOMER][POSITIVE] No. Thanks for the information. Have a great day. Bye.
[AGENT][POSITIVE] You're welcome. Thank you for calling American Public Life. Have a great day as well.