AccountId: 011433970860
ContactId: 8648784c-cb96-4fb9-b472-372e4f43e30d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 245350 ms
Total Talk Time (AGENT): 48971 ms
Total Talk Time (CUSTOMER): 80582 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/01/8648784c-cb96-4fb9-b472-372e4f43e30d_20250401T15:22_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, um, I have some ambulance bills to add to my claim. Do you pay for ambulance service?
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] I can get your policy pulled up and see if the ambulance is a covered benefit. Uh, what was your name?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'm calling for my boss [PII]
[AGENT][NEUTRAL] OK, and what was your name please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and then [PII], can I get a good call back number from you in case we're disconnected please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Thank you. Do you have your policy number?
[CUSTOMER][NEUTRAL] I'm trying to retrieve that here.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] One moment.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It is.
[CUSTOMER][NEUTRAL] Uh hold on, um.
[CUSTOMER][NEUTRAL] Policy is
[CUSTOMER][NEUTRAL] I mean, shortly.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] If it's easier, I, I can also start using your social.
[CUSTOMER][NEUTRAL] OK, um, it's not under my name, so hold on one second. I'm calling from Total oric care and
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] It's one of the employees, so one second.
[CUSTOMER][NEUTRAL] Oh, it's weird.
[AGENT][NEUTRAL] OK, so I'm sorry, I think I might have misunderstood. Are you this is not for you, uh, this is for one of your employees, is that what you said?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, so you're the group admin OK I apologize for misunderstanding um let's see, I can, uh, do you have your group number? I could try to find them that way.
[CUSTOMER][NEUTRAL] Yeah, I'm trying to find that it's not on my bill.
[CUSTOMER][NEUTRAL] But anyway, um,
[CUSTOMER][NEUTRAL] Where's the bill. Why doesn't it come up?
[CUSTOMER][NEUTRAL] Can you go by invoice number?
[AGENT][NEUTRAL] Um, I can't search that way. Do you have your group number?
[CUSTOMER][NEGATIVE] I wonder why it doesn't show up on this home page on, on your website.
[CUSTOMER][NEUTRAL] I'm trying to find it.
[CUSTOMER][NEUTRAL] OK. Uh, I, I guess I'm gonna have to call you back. Sorry about that.
[AGENT][POSITIVE] OK, no, that's all right.
[CUSTOMER][NEUTRAL] Payment account
[CUSTOMER][NEGATIVE] Group accounts not there.
[CUSTOMER][NEUTRAL] Contact us.
[CUSTOMER][NEUTRAL] No, alright, I'll call you back. I gotta find the invoice with um.
[AGENT][POSITIVE] OK, no worries.
[CUSTOMER][NEUTRAL] The account number
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] Thank you, bye bye.
[CUSTOMER][NEUTRAL] Bye.