AccountId: 011433970860
ContactId: fcaef0e5-2174-4f73-8eb3-5a6e2012acd7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 166160 ms
Total Talk Time (AGENT): 61639 ms
Total Talk Time (CUSTOMER): 58088 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/09/fcaef0e5-2174-4f73-8eb3-5a6e2012acd7_20250609T21:14_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] Hi, my name is [PII], and I'm looking for the client status.
[AGENT][NEUTRAL] May I please have a callback number?
[CUSTOMER][NEUTRAL] Callback number is [PII]. It's a direct line.
[AGENT][NEUTRAL] And may I have the policy number?
[CUSTOMER][NEUTRAL] Sure, policy number is 02580380.
[AGENT][NEUTRAL] May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Patient is [PII] for the date of birth, [PII].
[AGENT][NEUTRAL] And you're calling in for status of claim. May I please have the date of service and total bill?
[CUSTOMER][NEUTRAL] [PII] with the bill amount $143 even.
[AGENT][NEUTRAL] And that is for data service of 31125 total bill 143. It is showing that there is no claim listed on file.
[CUSTOMER][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, got it. And can I know the mailing address to submit the claim?
[AGENT][POSITIVE] Yes, let me get that for you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] The mailing address is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Thank you for the info. And can I know the numbers effective on the update of the policy?
[AGENT][NEUTRAL] It is showing the effective date as [PII].
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] And the term date is [PII]. Is there anything else that I can assist you with today, [PII]?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Got you.
[CUSTOMER][NEUTRAL] Uh, can I know the timely, uh, filing limit for submitting the clients?
[AGENT][NEGATIVE] No timely filing.
[CUSTOMER][NEUTRAL] OK, can I get the call reference number for your call today?
[AGENT][NEUTRAL] The car reference will be my first name, [PII], last initial of [PII] and today's date.
[CUSTOMER][NEUTRAL] Uh huh
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Thank you for the info and that's all for today. Thank you for your assistance. Have a great day ahead.
[AGENT][POSITIVE] You're welcome and thank you for calling American Public Life. Have a great day as well.
[CUSTOMER][POSITIVE] Bye bye take care.
[AGENT][NEUTRAL] Bye.