AccountId: 011433970860
ContactId: 507679b2-ed54-41e9-87d7-89c1f34188fa
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 80800 ms
Total Talk Time (AGENT): 21290 ms
Total Talk Time (CUSTOMER): 45101 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/16/507679b2-ed54-41e9-87d7-89c1f34188fa_20250616T14:06_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Um, hi, [PII]. This is [PII] in the Meli claims department. Um, I have a provider's office on the line who's calling to check on the status of a hospital indemnity claim. Will you be able to further assist him?
[AGENT][NEUTRAL] Uh, sure. Do you have their callback number?
[CUSTOMER][NEUTRAL] Um, yeah, the callback number is [PII] and actually, he just hung up. Um, the callback number is [PII], and his name is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And what was the policy number and I'll call him back.
[CUSTOMER][NEUTRAL] Um, the policy number is 254-577-4 and I have the claim number also.
[AGENT][NEUTRAL] OK, what's the claim number?
[CUSTOMER][NEUTRAL] 3,561,300
[AGENT][NEUTRAL] 356-1300.
[CUSTOMER][NEUTRAL] Right. For [PII].
[AGENT][NEUTRAL] And he verified everything?
[CUSTOMER][NEUTRAL] Yeah, he verified the name and date of birth. Yeah.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] All right, I will pull up the policy and I'll give him a call back. Thank you so much.
[CUSTOMER][POSITIVE] OK. OK. Thank you. Mm bye.
[AGENT][POSITIVE] You're welcome.