AccountId: 011433970860
ContactId: 34920809-85a8-4ec1-8976-2a813f7b71e2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 180679 ms
Total Talk Time (AGENT): 39729 ms
Total Talk Time (CUSTOMER): 57646 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/02/34920809-85a8-4ec1-8976-2a813f7b71e2_20250502T15:11_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, my name is [PII]. I'm calling from Platinum Dermatology building office. Before I proceed, please do inform me that this call has been recorded for quality and training purposes. Would you like us to continue the recording?
[AGENT][NEUTRAL] Yeah, that's fine.
[CUSTOMER][NEUTRAL] Could you please help me with the claim status?
[AGENT][POSITIVE] Yeah, I'm happy to check on a claim. What's the policy number, [PII]?
[CUSTOMER][NEUTRAL] Before that, could you please spell out your name?
[AGENT][NEUTRAL] [PII], initial to my last name is [PII].
[CUSTOMER][POSITIVE] Thank you so much. Policy number will be 52 X as in X-ray 434092 F as in Frank.
[AGENT][NEUTRAL] That's not one of our policy numbers. Do you have the member's name or social?
[CUSTOMER][NEUTRAL] Oh yeah. My name is uh
[CUSTOMER][NEUTRAL] Uh first name will be [PII]. Last name is [PII].
[AGENT][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] And you
[CUSTOMER][NEUTRAL] She
[AGENT][NEUTRAL] Date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Not finding a member's policy with that information. Do you have a claim number?
[CUSTOMER][NEUTRAL] Uh, yep.
[CUSTOMER][NEUTRAL] So is this American uh business coalition PHCS?
[AGENT][NEUTRAL] No, it is not. We are American Public Life Insurance.
[CUSTOMER][NEUTRAL] OK. Do you have the call number for American Business coalition?
[AGENT][NEUTRAL] No, I do not. I apologize.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][NEUTRAL] Mhm. Bye bye.