AccountId: 011433970860
ContactId: 084181c1-5383-45ba-8ea6-ee7530b37b57
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 101410 ms
Total Talk Time (AGENT): 41626 ms
Total Talk Time (CUSTOMER): 40892 ms
Interruptions: 2
Overall Sentiment: AGENT=1.7, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/30/084181c1-5383-45ba-8ea6-ee7530b37b57_20250530T13:22_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] I need to get claim status please.
[AGENT][NEUTRAL] OK, I can help you with that. May I have your name and a callback number?
[CUSTOMER][NEUTRAL] It's [PII] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you [PII].
[AGENT][NEUTRAL] And what is the policy number you're calling on?
[CUSTOMER][NEUTRAL] 1416585
[AGENT][NEUTRAL] The patient's name and date of birth?
[CUSTOMER][NEUTRAL] Oh it's [PII].
[CUSTOMER][NEUTRAL] Pong duck run grunt. I can't pronounce that. Date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you so much for verifying the account and you said status today. What is the data service you're checking?
[CUSTOMER][NEUTRAL] It says service is [PII].
[AGENT][NEUTRAL] OK, I do not show we have a claim on file for [PII].
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] I'll get that over to you. Let me see if I've got another one for him.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, that's all I've got.
[AGENT][NEUTRAL] Would you like to verify the mailing address? Did you mail it or?
[CUSTOMER][POSITIVE] Appreciate your help, go ahead.
[CUSTOMER][NEUTRAL] Um, it was [PII] [PII].
[AGENT][POSITIVE] Yes, that is correct. Mhm.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] OK, alright, I'll get that to you thanks for your help.
[AGENT][NEUTRAL] [PII].
[AGENT][POSITIVE] You're welcome, [PII]. Have a wonderful day. Thank you for calling [PII]. Bye bye.
[CUSTOMER][POSITIVE] Yep, that's it thanks you too bye.