AccountId: 011433970860
ContactId: 1fe2058b-727b-48dd-8f26-648a00dbf25e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 209759 ms
Total Talk Time (AGENT): 51498 ms
Total Talk Time (CUSTOMER): 63094 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/06/1fe2058b-727b-48dd-8f26-648a00dbf25e_20250106T14:35_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][POSITIVE] Good morning
[CUSTOMER][NEUTRAL] Hi, this is [PII]. I'm calling from Pride. I'm checking up on claim status.
[AGENT][NEUTRAL] OK, sure, I can assist you with claim status. I didn't quite catch your name. Can you repeat your name?
[CUSTOMER][NEUTRAL] Uh, it's [PII].
[AGENT][NEUTRAL] [PII], OK. And may I have a callback number just in case we get disconnected, Mr. [PII]?
[CUSTOMER][NEUTRAL] Sure, sure. It's uh [PII].
[AGENT][NEUTRAL] I got too many numbers. Can you repeat it?
[CUSTOMER][NEUTRAL] OK. Uh [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, and may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Sure. Uh, it's 09128366.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Mhm. The patient's name are [PII], and the date of birth [PII].
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, um,
[AGENT][NEUTRAL] Mr. [PII], can you verify that policy number one more time?
[CUSTOMER][NEUTRAL] Sure. 091283-66.
[AGENT][NEUTRAL] Mhm
[AGENT][NEGATIVE] Just a minute, it's coming as an invalid number.
[AGENT][NEUTRAL] Let me try one, yeah, it's a valid number. Um, do you have the copy of the card?
[CUSTOMER][NEUTRAL] OK. Just give me a moment, please.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. It's uh 973-676-51.
[AGENT][NEUTRAL] Um, no, that's not our number. Um, is it for American Public Life Insurance?
[CUSTOMER][NEUTRAL] That's uh
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, that is different.
[CUSTOMER][NEUTRAL] OK. So you don't find the number with this policy number, right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][POSITIVE] OK, no issue. Just give me a moment.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] The
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] OK, that's good. Not an issue. Thanks, thanks for your assistance. That's all for now. Thanks.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] You're welcome. Thank you for calling APR. Have a good day.
[CUSTOMER][POSITIVE] Thank
[CUSTOMER][POSITIVE] Thanks, thanks.
[AGENT][NEUTRAL] OK, Mr. [PII].
[AGENT][POSITIVE] You're welcome.