AccountId: 011433970860
ContactId: 1fe64a1c-137b-46bd-add4-e80a62f6baf8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 107879 ms
Total Talk Time (AGENT): 50894 ms
Total Talk Time (CUSTOMER): 44529 ms
Interruptions: 1
Overall Sentiment: AGENT=2, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/20/1fe64a1c-137b-46bd-add4-e80a62f6baf8_20250320T19:17_UTC.wav
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[AGENT][POSITIVE] Good afternoon thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi there. My name is [PII]. I'm calling with the Person Memorial Hospital regarding claim status.
[AGENT][POSITIVE] [PII], it would be my pleasure to assist you with claim status. What is the callback number?
[CUSTOMER][NEUTRAL] That is [PII].
[AGENT][NEUTRAL] Thank you [PII] and what is the policy number for the patient?
[CUSTOMER][NEUTRAL] Sure, that is, um, looks like it's 5 consecutive zeros 7521265.
[AGENT][NEUTRAL] That is not gonna be our policy number. Is that for um Trans America or?
[AGENT][NEUTRAL] Is it for American public life?
[CUSTOMER][NEUTRAL] Uh, well, I verify the insurance name American Republic Insurance is what it's stating that it's the American Republic, yes.
[AGENT][NEUTRAL] American Republic.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, we are American public life. No we, we don't, we aren't the republic, we're just the American public.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK, OK, that makes sense. So you, you're not a Medicare, oh, go ahead.
[AGENT][NEUTRAL] The one you said that 5, yeah.
[AGENT][NEUTRAL] Yeah, when you said the [PII], I was like, that's Transamerica and I couldn't remember American Republic, but.
[CUSTOMER][POSITIVE] Sorry about that.
[AGENT][NEUTRAL] Yeah, and I, I don't have their phone number. I, I'm sorry or I would give it to you.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][POSITIVE] OK, no problem. Well thank you.
[AGENT][POSITIVE] And [PII], thank you for calling APL. I hope you have a wonderful afternoon.
[CUSTOMER][NEUTRAL] For your health.
[CUSTOMER][POSITIVE] You too. Take care bye.
[AGENT][POSITIVE] Thank you. You too