AccountId: 011433970860
ContactId: 731d45c8-b4ee-4dcc-917d-b81f225d83a3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 110300 ms
Total Talk Time (AGENT): 42780 ms
Total Talk Time (CUSTOMER): 41098 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/05/731d45c8-b4ee-4dcc-917d-b81f225d83a3_20250205T23:50_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII] calling from the doctor office to check the claim status.
[AGENT][NEUTRAL] OK, yeah, I can check on a claim for you. uh, AJ, can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] OK, that's gonna be a bit too long to be one of our policy numbers AJ, um, do you maybe have their social? I could search for them that way.
[CUSTOMER][NEUTRAL] No, I don't have. Is this American Republic Insurance Company?
[AGENT][NEUTRAL] No, this is American Public Life.
[CUSTOMER][NEUTRAL] OK, let me check and give you the social if you have the patient. Can you try this?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, you have the social?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] OK, yeah.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] And uh what was the name for the patient?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEGATIVE] OK, I did not get a result with that social AJ does not look like they are in our system.
[CUSTOMER][NEUTRAL] All right. Do you have the phone number for American Republic?
[AGENT][NEUTRAL] I do not, um, I'm not aware of them as this is American Public Life.
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][POSITIVE] All right, sorry about that. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] No problem. Thank you.
[AGENT][POSITIVE] Thank you. Bye bye.
[CUSTOMER][NEUTRAL] OK