AccountId: 011433970860
ContactId: 5bd53740-64d2-4582-8431-8722730d69b7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 203360 ms
Total Talk Time (AGENT): 79950 ms
Total Talk Time (CUSTOMER): 78192 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/23/5bd53740-64d2-4582-8431-8722730d69b7_20250123T19:17_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. Who am I speaking with?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Hi [PII], how can I help you?
[CUSTOMER][NEGATIVE] Um, I got a bill here and it, it's charged to American Public Life, and I don't have that insurance company.
[AGENT][NEUTRAL] OK, OK, can you read it to me?
[CUSTOMER][NEUTRAL] Can
[CUSTOMER][NEUTRAL] You want the policy number or 00951081?
[AGENT][NEUTRAL] Sure, what's the policy number?
[AGENT][NEUTRAL] OK, and can you verify your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Just sit well and.
[AGENT][NEUTRAL] Uh yes, it looks like you haven't had anything with us since [PII], but somebody had sent in a claim to us.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] This is supposed to be, this is supposed to be continental Life Insurance.
[AGENT][NEUTRAL] From an inpatient
[AGENT][NEUTRAL] OK, they don't who hospital medicine services don't doesn't have your updated insurance, so they sent it to us by accident.
[CUSTOMER][NEUTRAL] OK, so now what do I do?
[AGENT][NEUTRAL] You would call them and give them your uh updated insurance information.
[CUSTOMER][NEUTRAL] You don't happen to have their number, do you?
[AGENT][NEUTRAL] I do not.
[CUSTOMER][NEUTRAL] Oh, so I don't know who to call.
[AGENT][NEUTRAL] The what you were in the hospital on
[CUSTOMER][NEUTRAL] the pool
[AGENT][NEUTRAL] [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] I would call the hospital.
[CUSTOMER][NEUTRAL] Which hospital?
[AGENT][NEUTRAL] The hospital that you stayed at?
[CUSTOMER][NEUTRAL] Well, I don't, I don't know which one it is.
[AGENT][NEUTRAL] The only thing I'm showing is hospital medic medicines you know what, let me pull the claim and see if it tells me. Give me one second.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Deliver
[CUSTOMER][NEUTRAL] Maybe
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] Let's see if it gives me the info.
[CUSTOMER][NEUTRAL] Just like that.
[CUSTOMER][NEUTRAL] Oh let's see.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] Yes, yes, yes, it's really had the pleasure.
[CUSTOMER][NEUTRAL] Because.
[AGENT][NEUTRAL] Uh, Parkland Medical.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And let's see.
[CUSTOMER][NEUTRAL] The new owner of Windermere.
[AGENT][NEUTRAL] Let me Google it for you.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] His name is
[AGENT][NEUTRAL] Sorry, my computer is running slow.
[CUSTOMER][NEUTRAL] That's OK.
[CUSTOMER][NEUTRAL] That's very kind of pursue that.
[AGENT][NEUTRAL] OK, here we go.
[CUSTOMER][NEUTRAL] seem to think so.
[AGENT][NEUTRAL] OK Parkland Medical.
[CUSTOMER][POSITIVE] I'm sorry about this.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] That's in [PII], correct?
[AGENT][NEUTRAL] Correct, OK, here's the phone number [PII].
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] OK, thank you very much.
[AGENT][POSITIVE] And just ask for their their billing no problem have a great day.
[CUSTOMER][POSITIVE] Oh thank you bye.
[AGENT][NEUTRAL] Um, bye bye.