AccountId: 011433970860
ContactId: 18c09e41-2b3a-47f2-9631-a110845d4ddb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 263579 ms
Total Talk Time (AGENT): 40771 ms
Total Talk Time (CUSTOMER): 48082 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/21/18c09e41-2b3a-47f2-9631-a110845d4ddb_20250121T20:07_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thanks for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, I was calling for [PII].
[AGENT][NEUTRAL] OK, and what are you calling in regards to?
[CUSTOMER][NEUTRAL] I'm calling concerning my um hospital group indemnity, um.
[CUSTOMER][NEUTRAL] We, we spoke Friday and she was gonna give me a call back yesterday, but she forgot it was a holiday and we were supposed to talk again today. I haven't heard from her, so I was just calling to touch bases with her. My name is [PII].
[AGENT][NEUTRAL] OK, I will have to see if she's available, Ms. [PII], in case this call is disconnected, may I have your call back number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And may I have your policy number, please?
[CUSTOMER][NEUTRAL] 2171067
[AGENT][NEUTRAL] Thank you, and that was 2171067?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And can you please verify your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] You have reached [PII] in the American Public Advice customer service department. My normal.
[AGENT][POSITIVE] Thanks for holding, Ms. [PII]. She is currently unavailable. I can take a message and have her give you a call back.
[CUSTOMER][NEUTRAL] OK, that's fine.
[AGENT][NEUTRAL] OK, and you just had some questions regarding your hospital indemnity plan?
[CUSTOMER][NEUTRAL] Yeah, I was just calling to follow up with her.
[AGENT][NEUTRAL] You're just following up with her? OK. OK. I will give her this message. Is there anything else I can assist you with today, Ms. [PII]?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] No, ma'am. That'll be it.
[AGENT][POSITIVE] OK, thank you for calling APO you have a good day.
[CUSTOMER][POSITIVE] Thank you, you too.
[AGENT][POSITIVE] You're welcome. Bye.
[CUSTOMER][NEUTRAL] Alright.