AccountId: 011433970860
ContactId: 3b03f5b5-51b0-46cc-99cc-c83266a7152c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 142580 ms
Total Talk Time (AGENT): 51807 ms
Total Talk Time (CUSTOMER): 45888 ms
Interruptions: 1
Overall Sentiment: AGENT=1, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/13/3b03f5b5-51b0-46cc-99cc-c83266a7152c_20250613T13:29_UTC.wav
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[AGENT][POSITIVE] Thank you for calling American Public Life. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I'm calling for claim status.
[AGENT][NEUTRAL] OK, I can help you with that. Could I get your name and a callback number?
[CUSTOMER][NEUTRAL] Mhm. It's [PII] number is [PII].
[AGENT][NEUTRAL] Thank you and the policy number you're calling on [PII]?
[CUSTOMER][NEUTRAL] It is 0721580.
[AGENT][NEUTRAL] The patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] OK, that and you said 0.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII] OK that's not pulling this.
[AGENT][NEUTRAL] Let me try to pull by the name. What is the last name?
[CUSTOMER][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And first name?
[CUSTOMER][NEUTRAL] Is [PII] [PII]
[AGENT][NEUTRAL] Hm, let's see.
[AGENT][NEUTRAL] I do you know if [PII] is the policy holder or is someone else the policy holder?
[CUSTOMER][NEUTRAL] Yes, that's what I have listed as a policy holder, but that may be the issue with the claiming itself, OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah. OK, yeah, cause I'm not pulling her up. They, uh, I can do, the only other search I can do is a social. Do you have a social?
[CUSTOMER][NEUTRAL] I do.
[AGENT][NEUTRAL] OK, let me try that.
[CUSTOMER][NEUTRAL] Uh, it's [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] I am not pulling her in our system at all.
[CUSTOMER][POSITIVE] OK. All right. Thank you so much.
[AGENT][NEUTRAL] But
[AGENT][POSITIVE] You're welcome. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] No, that's all, thanks.
[AGENT][POSITIVE] You're welcome have a wonderful weekend.