AccountId: 011433970860
ContactId: 500b0e36-44fa-4c42-b798-a46851cb8a4f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 280079 ms
Total Talk Time (AGENT): 61976 ms
Total Talk Time (CUSTOMER): 37498 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=-0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/20/500b0e36-44fa-4c42-b798-a46851cb8a4f_20250320T14:05_UTC.wav
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[AGENT][NEUTRAL] Calling APL, this is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes ma'am. My name is [PII], and I wanna check the status on the paperwork that I had sent in from Osna Hospital.
[AGENT][NEUTRAL] OK, so uh you submitted a claims?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, I'll have to get you to the claims department. Do you have a claims number or a policy number?
[CUSTOMER][NEUTRAL] No, ma'am, I don't.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Do you, who are you with um like what is your um company called that you work for?
[CUSTOMER][NEUTRAL] Oh, merchant security services.
[AGENT][NEUTRAL] Mergent, M E R G N T.
[CUSTOMER][NEUTRAL] For
[CUSTOMER][NEUTRAL] Merchants, like in a salesman, a merchant.
[AGENT][NEUTRAL] Oh, merchant, OK.
[AGENT][NEUTRAL] And what was it merchant what?
[CUSTOMER][NEUTRAL] Security services.
[AGENT][NEUTRAL] Give me just a second.
[AGENT][NEUTRAL] What's the last 4 of your social?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. And then your date of birth.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, I'm gonna put you on a brief hold and I'm gonna get you over to claims, OK?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Sing.
[AGENT][NEUTRAL] Are you still with me, [PII]?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, they must be in like a morning meeting or something because nobody is answering me which um typically doesn't happen unless they're having a meeting. Can I get um a good call back number and I can have somebody.
[AGENT][NEUTRAL] And claims
[CUSTOMER][NEUTRAL] OK, it's [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, let me get somebody to call you back. I've already already verified and I do have your policy number right here, so let me see if I can get a hold of somebody.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] All right, thank you. Have a good day.
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] OK.