AccountId: 011433970860
ContactId: 08f097fc-c68a-4c46-9b2e-3737dba69791
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 163800 ms
Total Talk Time (AGENT): 61915 ms
Total Talk Time (CUSTOMER): 62582 ms
Interruptions: 1
Overall Sentiment: AGENT=3.5, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/08/08f097fc-c68a-4c46-9b2e-3737dba69791_20250508T12:31_UTC.wav
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[AGENT][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] Good morning.
[AGENT][POSITIVE] Good morning.
[CUSTOMER][NEUTRAL] Hey, I'm transferring [PII] from the broker's office. She's calling in reference to policy number 2304086 [PII].
[CUSTOMER][NEUTRAL] The date of service is [PII].
[AGENT][NEUTRAL] And she wants a claim status?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and her name is [PII], do you have a callback number?
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] It's not showing it. Oh, here it is. Uh [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you, I'm ready.
[CUSTOMER][POSITIVE] All right thank you bye.
[AGENT][POSITIVE] Have a great day. Bye-bye.
[AGENT][POSITIVE] This is [PII], and I'll be happy to assist you today. How are you doing today?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hi [PII], I'm fine how are you?
[AGENT][POSITIVE] I'm great, thanks for asking. And you would like to verify claim status for [PII]?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Yes
[AGENT][NEUTRAL] OK, thank you for future reference. You may visit our website at [PII] to check claim status as well. One moment. Do you have a total bill amount for data service 11124?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes, it's $481484.03.
[AGENT][POSITIVE] Thank you. One moment, I'll pull this up.
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][POSITIVE] Did I thank you.
[CUSTOMER][NEUTRAL] By.
[AGENT][NEUTRAL] OK, I'm not showing.
[AGENT][NEUTRAL] 4 8403 on 111 being received, who is the provider, the group name?
[CUSTOMER][NEUTRAL] Quest, it's coming from Quest Diagnostics.
[AGENT][NEUTRAL] OK, so as of today, I have not received data service 111 from Quest.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] OK, so no plan. OK, thank you so much, [PII].
[AGENT][POSITIVE] You're so welcome. Is there anything else I can help you with today?
[CUSTOMER][POSITIVE] No, that was all. Thank you so much.
[AGENT][POSITIVE] [PII], you're so welcome. And thank you for calling American Public Life. Have a great day. Bye-bye.
[CUSTOMER][POSITIVE] Thank you. You too. Have a great day.
[AGENT][POSITIVE] Thank you.