AccountId: 011433970860
ContactId: 46389a66-cf66-4909-a427-90d5ce0130ef
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 359390 ms
Total Talk Time (AGENT): 75178 ms
Total Talk Time (CUSTOMER): 100992 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/23/46389a66-cf66-4909-a427-90d5ce0130ef_20250423T14:14_UTC.wav
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[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello?
[AGENT][POSITIVE] Thank you for calling American Public Life. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. Uh, this is [PII], by the way, and I'm calling on behalf of Axis Insurance Agency. I don't know if I am, uh, in the correct department, but we are the broker of the company, governmental Management Services LLC. Uh, I can give you a policy number too.
[AGENT][NEUTRAL] OK, could I get a callback number first, please?
[CUSTOMER][NEUTRAL] Um, yeah, so my callback number is [PII].
[AGENT][NEUTRAL] OK, thank you. And what is the policy number you're calling on?
[CUSTOMER][NEUTRAL] 21302.
[AGENT][NEUTRAL] OK, that's not one of our policy numbers.
[AGENT][NEUTRAL] Uh, do you have a social for the patient?
[CUSTOMER][NEUTRAL] Uh, I believe it's a group number.
[AGENT][NEUTRAL] OK, do you have the certificate number?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I actually don't have it. Give me one second. Let me try to pull up here and using the portal if I can see that.
[AGENT][NEUTRAL] What is that group number one more time?
[CUSTOMER][NEUTRAL] Bear with me.
[CUSTOMER][NEUTRAL] Yeah, so the group number is, give me, let me try to do it again.
[CUSTOMER][NEUTRAL] 21302.
[AGENT][NEUTRAL] OK. And what is the uh patient's first and last name or insured's first and last name?
[CUSTOMER][NEUTRAL] Um, this is not actually regarding about a specific, um, patient or employee. Um, I don't know if I am the correct department, but I wanted to get a copy of the current census sheet, so it's not a bill but it it's a separate report, the current one.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And if possible, we can get a
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, you said census sheet?
[CUSTOMER][NEUTRAL] Yeah, sensor sheet and um if possible we can get a copy of the um like the ads and terms for the past 12 months on this group.
[AGENT][NEUTRAL] OK, let me get you over to our broker resources department they would be able to help you out with that information uh and could you give me the spelling of your first name?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, [PII]. It's [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, hold one moment.
[CUSTOMER][NEUTRAL] Transferring.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mm mm.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hi [PII], this is [PII] over in the claims department. I have a broker on the line, um, uh, for a group, and she is requesting a census sheet. Does that sound familiar? OK, and the group number is 21302.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] OK, and the caller on the line is [PII].
[CUSTOMER][POSITIVE] [PII], OK, perfect.
[AGENT][POSITIVE] OK, here she comes. Thank you.