AccountId: 011433970860
ContactId: 7b1e4ec0-93c1-4675-87e9-8c3d8b2880b4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 232110 ms
Total Talk Time (AGENT): 92539 ms
Total Talk Time (CUSTOMER): 121868 ms
Interruptions: 5
Overall Sentiment: AGENT=1.9, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/17/7b1e4ec0-93c1-4675-87e9-8c3d8b2880b4_20250217T21:13_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Good evening, [PII]. My name is [PII], and I was just calling um to, because I'm not feeling well and I was here at the urgent clinic, but they needed like the medical pair ID uh number and a medical billing address.
[AGENT][NEUTRAL] OK, Ms. [PII], I can help you. Um, can you give me your policy number, please?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, um, my policy number is 02579867.
[AGENT][NEUTRAL] OK, let me look up your policy real quick.
[AGENT][NEUTRAL] OK, Ms. [PII], can you verify your date of birth for me?
[CUSTOMER][NEUTRAL] My date of birth is [PII].
[AGENT][NEUTRAL] Thank you and then for security reasons can you please verify your address, phone number and email address that we have on the policy.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes, my address is [PII], and my um phone number is [PII].
[AGENT][NEUTRAL] Thank you and Miss [PII], if we get disconnected during our call, is this phone number a good number to call you back on?
[CUSTOMER][NEUTRAL] It is.
[AGENT][NEUTRAL] OK thank you I appreciate you verifying your policy for me OK so you're needing the um payer ID number do you have a pen and paper ready?
[CUSTOMER][NEUTRAL] OK. Mhm.
[CUSTOMER][POSITIVE] Yes, yes, I do.
[AGENT][NEUTRAL] OK, that that is 60801.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then also the
[CUSTOMER][NEUTRAL] And the um
[AGENT][NEUTRAL] Yes ma'am, the mailing address for claims.
[CUSTOMER][NEUTRAL] Oh, OK. Mhm.
[AGENT][NEUTRAL] Is um [PII].
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, [PII]?
[AGENT][NEUTRAL] No, claim, [PII]
[CUSTOMER][POSITIVE] Oh, I'm sorry.
[AGENT][NEUTRAL] That's OK.
[CUSTOMER][NEGATIVE] My mind is so confused right now. [PII].
[AGENT][POSITIVE] That's all right.
[AGENT][NEUTRAL] And then that's going to be [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And that's in [PII].
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And the zip code is [PII].
[CUSTOMER][NEUTRAL] OK, and so it's APL claims [PII] Oak, OK, and then the uh zip code is [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, and the pay ID is 60801.
[AGENT][POSITIVE] Yes, that's good that's correct, you got it.
[CUSTOMER][NEUTRAL] And this, um, the name of the insurance is, is you call American Life, is it American Public Life?
[AGENT][NEUTRAL] Yes, it's APL.
[CUSTOMER][NEUTRAL] OK, American Public Life. OK, APL.
[CUSTOMER][POSITIVE] OK, I really appreciate this information. Oh my goodness.
[AGENT][POSITIVE] You're very welcome, Ms. [PII]. I hope you get to feeling better.
[AGENT][POSITIVE] And I thank you. Yes, it's it.
[CUSTOMER][POSITIVE] I do too. Thank you. Have a good day. Mhm. You've been great help.
[AGENT][POSITIVE] Yes ma'am, thanks for calling APL.
[AGENT][POSITIVE] Thank you so much. Bye-bye, Miss [PII].
[CUSTOMER][POSITIVE] You're welcome. Bye.