AccountId: 011433970860
ContactId: 65ba3e0e-b9c8-41b5-b7da-38815258fca3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 337260 ms
Total Talk Time (AGENT): 75289 ms
Total Talk Time (CUSTOMER): 159782 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/11/65ba3e0e-b9c8-41b5-b7da-38815258fca3_20250611T16:23_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hey, how are you today?
[AGENT][POSITIVE] I'm doing good. How about you?
[CUSTOMER][NEUTRAL] I'm OK. I'm OK. I'm upright, um, question, can you please check on something for me to see if they finally paid it.
[AGENT][NEUTRAL] OK. May I have your name, please?
[CUSTOMER][NEUTRAL] Sure, it's [PII].
[AGENT][NEUTRAL] And may I please have a call back number and then the policy number?
[CUSTOMER][NEUTRAL] Yes ma'am, uh [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And then you need the other would be [PII].
[CUSTOMER][NEUTRAL] ML 7.
[AGENT][NEUTRAL] And [PII], I do need to verify the date of birth and the mailing address listed on file.
[CUSTOMER][NEUTRAL] And [PII], that's [PII] and I'm [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] And one more thing would be the email address please.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] And thank you so much [PII] for verifying the policy. Do you have the date of service that you're needing for me to review?
[CUSTOMER][NEUTRAL] Yeah, it's the one in the fall it's um.
[CUSTOMER][NEUTRAL] [PII] we're still at it.
[AGENT][NEUTRAL] OK. So [PII], I mean [PII] or [PII]?
[CUSTOMER][NEUTRAL] Yes, ma'am. Yes ma'am.
[AGENT][NEUTRAL] OK. I'm pulling that up for you now. And is this for lab charges?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Get them.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] We've only been fighting about it since back then.
[AGENT][NEUTRAL] So we did receive the claim and that claim was processed on [PII].
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] And that payment was submitted to the provider.
[CUSTOMER][POSITIVE] Oh, that's great news.
[CUSTOMER][POSITIVE] Oh thank you, thank you. You made my day. One thing off my list that's been, it's seriously, you made my day. It's been on my list since back then, since the first bill came in. Thank you.
[AGENT][POSITIVE] Oh, you're welcome.
[AGENT][POSITIVE] Oh wow, you're welcome.
[CUSTOMER][POSITIVE] You have a wonderful day. Thank you.
[AGENT][NEUTRAL] Same to you. Is there anything else I can assist you with today, Ms. [PII]?
[CUSTOMER][NEUTRAL] Can I
[CUSTOMER][NEUTRAL] No, is there a survey or anything that I can take for you?
[AGENT][NEUTRAL] Um, normally we don't do surveys. We just transfer over to our supervisor's voicemail and just leave a voicemail from there, but that's mostly it.
[CUSTOMER][NEUTRAL] Do you have an employee number or something that if I if you do that?
[CUSTOMER][NEUTRAL] Or can you say your first name again?
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][POSITIVE] You've helped me before over the years.
[AGENT][NEUTRAL] Oh, OK. Good to know.
[CUSTOMER][NEUTRAL] OK, you, you have, I, I know you have.
[AGENT][POSITIVE] OK, that's good.
[CUSTOMER][NEUTRAL] Um, I've had APL for what I had it for like 88 years, 8.5 years.
[AGENT][NEUTRAL] OK, OK.
[CUSTOMER][POSITIVE] I know you have. If you want to transfer me, I'll leave a good word for you.
[AGENT][POSITIVE] OK, sure, hold for the transfer and thank you so much, [PII] for calling American Public Life. Have a great rest of your day.
[CUSTOMER][POSITIVE] And thank you for giving me good news thank you.
[AGENT][NEUTRAL] You're welcome, hold for the transfer.
[CUSTOMER][POSITIVE] Thank you you.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII], [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] You too.
[CUSTOMER][POSITIVE] Hi, you've reached [PII] in the American public Life claims department. My normal working hours are Monday through Friday from [PII]. I am unable to take your call at this time. Please leave a brief message including your full name and your telephone number, and I'll be glad to return your call. If you need immediate assistance, please press 0. Thank you and have a nice day.
[CUSTOMER][NEUTRAL] Please leave a message after the tone.
[CUSTOMER][NEUTRAL] When you have finished, please hang up or press the pound key for more options.
[CUSTOMER][POSITIVE] Hey, I just wanted to leave a quick message. My name is [PII], and Miss [PII] just helps me, and I just wanted to say she's just an absolutely lovely person, and she's always so pleasant to deal with. Again, this is [PII], and this is, I can't say it properly, [PII], just lovely, give the girl an award, give her a raise. Thank you. Have a good day.