AccountId: 011433970860
ContactId: 609b5248-1ba8-4d12-978c-bcc1983ac08e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 107800 ms
Total Talk Time (AGENT): 59551 ms
Total Talk Time (CUSTOMER): 49776 ms
Interruptions: 2
Overall Sentiment: AGENT=0.6, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/03/609b5248-1ba8-4d12-978c-bcc1983ac08e_20250103T20:33_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. You're speaking with [PII]. How may I help you today?
[CUSTOMER][POSITIVE] It's definitely a good one.
[CUSTOMER][NEUTRAL] Hi, [PII], uh, my name is [PII]. I was just calling to check up on my, uh, my group critical illness, uh, appeal.
[AGENT][NEUTRAL] OK, let me see, can I help you, Mr. [PII]? Can you give me your phone number just in case we get disconnected?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] All right. Do you have your policy number?
[CUSTOMER][NEUTRAL] The policy number is 2475523.
[AGENT][NEUTRAL] All right. And verify your date of birth and your mailing address for me.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right. What about your email address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right. Now, you're calling about a pill or you're calling about medical records being requested? Cause it looks like medical records have been requested by the adjuster on this uh claim.
[CUSTOMER][NEUTRAL] Yeah, they, I think, I think that's, that's what it is. They, they're in the process of requesting some, I guess, records from my doctor probably.
[AGENT][NEUTRAL] Yeah, medical, yes, uh-huh. So as of today, it doesn't look like we received the medical records cause she just requested them on the [PII], so she would have backed them or mailed them out on the [PII]. So we know you wouldn't be got a response back this fast about the medical records, but you can always call and check about the medical records. Anything else I can help you with today?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] So there's still the, OK.
[CUSTOMER][POSITIVE] OK, I got you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] No, that's it. I was just calling to see how it was going.
[CUSTOMER][POSITIVE] Alright, I appreciate it.
[AGENT][POSITIVE] OK. All right. Well, you're welcome. Thanks for calling American Public Life, and you have a wonderful day. Bye-bye.
[CUSTOMER][POSITIVE] Thank you you too.