AccountId: 011433970860
ContactId: 307d7e4b-0879-4b9d-b013-d54172c84e8b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 216919 ms
Total Talk Time (AGENT): 80479 ms
Total Talk Time (CUSTOMER): 94022 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=2.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/29/307d7e4b-0879-4b9d-b013-d54172c84e8b_20250429T15:47_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], how are you?
[AGENT][POSITIVE] Good, how are you?
[CUSTOMER][NEGATIVE] I'm alright, thank you for asking. Hey, uh, I'm an attorney. I represent a client. I've called about 3 times now and I haven't gotten a definitive answer. I need to know where I can get if there's any liens on any payouts made to my client. They told me to call a number in the morning. I was on the phone all day yesterday. They told me to call a number in the morning. I've called, but I'm getting no answer to that number.
[CUSTOMER][NEUTRAL] So what they told me is that uh they had talked to the claims department and that the claims said they don't think they do it but that they need to check with legal and.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] They told me, call this number in the morning and you'll get your answer, but nobody, nobody has.
[AGENT][NEUTRAL] OK, um, let me see.
[CUSTOMER][NEUTRAL] Give me
[AGENT][NEUTRAL] OK, so have you emailed [PII]?
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No I have not. I would need that email address again. What is it?
[AGENT][NEUTRAL] Um, it's
[AGENT][NEUTRAL] It's [PII], it's [PII]
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And that's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Sorry, [PII]?
[AGENT][NEUTRAL] Yes, that's correct and then um I can try to trans I can try to transfer you as well um um if you don't mind. OK, hold on one moment, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Sure. And who, who is Ms. [PII]? Who is Ms. [PII]? She's legal?
[AGENT][NEUTRAL] She is, I just, I just have this under our policy of this, uh, lawyer is asking for a lien on a policy, so I'm not, I'm not quite sure of her title, so sorry about that.
[CUSTOMER][POSITIVE] OK, perfect.
[CUSTOMER][POSITIVE] Perfect, perfect. Thank you, [PII]. You've been a tremendous help.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Good morning. Thank you for calling American Public Life. This is [PII]. How may I help you?
[AGENT][NEUTRAL] [PII], this is [PII] on the care team. Um, I have an I have an attorney on the line who's asking about lien information for one of our members, and I'm so sorry I didn't get any other information. I just looked up the guru card. Is that something that you still help with or should I direct him to?
[CUSTOMER][POSITIVE] Yes, definitely.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Yes, I should
[CUSTOMER][NEUTRAL] No, I hope, uh, I can, uh, the system. I, I do that, I do that. Do you, you don't have the name of the attorney.
[AGENT][NEUTRAL] I don't. I'm so sorry. Do you want me to get that or do you want me to just transfer?
[CUSTOMER][POSITIVE] No, that's OK. I can get it, thank you.
[AGENT][NEUTRAL] OK, I'm gonna introduce you and then I'll release him on the call, OK?
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, sir, I've got [PII] here. She's gonna assist you with your questions, OK?
[CUSTOMER][POSITIVE] Thank you, [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][POSITIVE] Miss [PII], how are you? I'm just fine thank you um let me get some information from you um.