AccountId: 011433970860
ContactId: 05a47fff-7a04-4ee0-aeaf-631f56473f81
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 188660 ms
Total Talk Time (AGENT): 42504 ms
Total Talk Time (CUSTOMER): 54123 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/07/05a47fff-7a04-4ee0-aeaf-631f56473f81_20250107T18:48_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. Who am I speaking with?
[CUSTOMER][NEUTRAL] Hello, [PII]. This is [PII]. I'm calling from the provider office for the claims.
[AGENT][NEUTRAL] Absolutely and you're needing claim status?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] OK, I can help you with that.
[CUSTOMER][NEUTRAL] And your name is [PII]?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, last is your first name?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, and can I get a callback number in case I lose you?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect and let me get over here.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] Policy number is 9,904,848,100.
[AGENT][NEUTRAL] OK, that's not one of ours.
[CUSTOMER][NEUTRAL] But I think that
[AGENT][NEUTRAL] Do you have their social by any chance?
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] OK, what is the last name?
[CUSTOMER][NEUTRAL] Last name is
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the first name?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] That.
[CUSTOMER][NEUTRAL] that
[CUSTOMER][NEUTRAL] You got the patient?
[AGENT][NEUTRAL] No, give me one second, I'm still looking.
[AGENT][NEUTRAL] No, I do not have them in my system. Do you have a.
[AGENT][NEUTRAL] A claim number by any chance?
[CUSTOMER][NEUTRAL] No, don't have any claim number.
[AGENT][NEUTRAL] Do you know what city and state they live in?
[CUSTOMER][NEUTRAL] Oh sorry?
[AGENT][NEUTRAL] Do you know what city and state they live in?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][POSITIVE] OK. OK, no problem. I'm trying from a different way. Thank you. Thank you, [PII].
[AGENT][POSITIVE] No problem you have a great rest of your day. Thank you for calling APL.