AccountId: 011433970860
ContactId: 28346f7c-7710-40ef-bd76-6da9034e35f2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 181139 ms
Total Talk Time (AGENT): 73979 ms
Total Talk Time (CUSTOMER): 64165 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/13/28346f7c-7710-40ef-bd76-6da9034e35f2_20250513T14:25_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey, [PII], um.
[CUSTOMER][NEUTRAL] Hi, my name's [PII]. I'm working for Tramlin Mills Law firm, um, and I'd like to request a final medical summary for one of our clients.
[AGENT][NEUTRAL] OK, let me get um some information from you. um, first of all, what was your name again?
[CUSTOMER][NEUTRAL] Yeah, it's [PII]
[AGENT][NEUTRAL] And what law firm are you with?
[CUSTOMER][NEUTRAL] Trammel and Mills law firm uh from [PII].
[AGENT][NEUTRAL] OK, and what's a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] Sure it's, let me look.
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you, uh, Mr. [PII]. And what is the insured's name?
[CUSTOMER][NEUTRAL] Yeah, it's [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And what is his policy number?
[CUSTOMER][NEUTRAL] Policy number is 147.
[CUSTOMER][NEUTRAL] 9495.
[AGENT][NEUTRAL] OK. And do you have his date of birth?
[CUSTOMER][NEUTRAL] Yes, I do, um, give me one second, let me find it.
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] Thank you, Mr. [PII]. Um, and you're wanting like a payout of what benefits have been paid on?
[CUSTOMER][NEUTRAL] Yeah, like a, like a final medical lien.
[AGENT][NEUTRAL] OK, this policy that we have for him, uh, does not have any type of subrogation. Uh, we do not put liens on anything and do not require any money back if there is a settlement. Um, so, and we, so then because of that we do not provide payouts, um, if you need that in writing, uh, we would need you to fax a letter to us requesting that in writing.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] That's fine, um.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, well thanks for your help.
[AGENT][POSITIVE] You're welcome. Anything else I can help you out with, Mr. [PII]?
[CUSTOMER][NEUTRAL] No, I think that'll be it.
[AGENT][POSITIVE] OK. Well, you have a wonderful day and thank you for calling American Public Life.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes, you as well bye.
[AGENT][POSITIVE] Thank you. Thank you, bye.