AccountId: 011433970860
ContactId: 5a9b1299-fb3e-4330-8ee2-1843ab124fe9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 65099 ms
Total Talk Time (AGENT): 20967 ms
Total Talk Time (CUSTOMER): 31320 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/24/5a9b1299-fb3e-4330-8ee2-1843ab124fe9_20250124T21:28_UTC.wav
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[AGENT][NEUTRAL] APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yeah. Hi, [PII]. Good afternoon. My name is
[CUSTOMER][NEUTRAL] Last time insurance for [PII]. I'm calling from provider's office regarding claim status.
[AGENT][NEUTRAL] OK, I think I spoke with you earlier, [PII]. Um, you can also check your status on our online service center at [PII]. Do you want to set up an account, [PII]?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh, only one account. So in the portal it's requested the claim number, so I don't have any claim number, so that's why I'm calling.
[AGENT][NEUTRAL] OK. And the policy, the policy number?
[CUSTOMER][NEUTRAL] OK. Uh, the policy number is 49,866,322,930.
[AGENT][NEUTRAL] OK, that's not one of our policy numbers.
[CUSTOMER][NEUTRAL] Uh, like it's American benefits management, so do you have the contact number?
[AGENT][NEUTRAL] We do not.
[CUSTOMER][POSITIVE] OK. Thank you, [PII]. Thank you for giving this information. Have a nice day.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] Yeah.