AccountId: 011433970860
ContactId: 8808a52a-271a-4cf2-8239-6f7edcc59ef0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 89800 ms
Total Talk Time (AGENT): 24652 ms
Total Talk Time (CUSTOMER): 48568 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/24/8808a52a-271a-4cf2-8239-6f7edcc59ef0_20250124T13:24_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. Who am I speaking with?
[CUSTOMER][NEUTRAL] I see, this is [PII]. I accidentally got disconnected. I was speaking to somebody, but I need help. Uh, I have a question about a claim.
[AGENT][NEUTRAL] Oh absolutely uh but first we're having phone issues. Can I get a callback number in case I lose you?
[CUSTOMER][NEUTRAL] Yes. [PII].
[AGENT][POSITIVE] Perfect.
[AGENT][NEUTRAL] And policy number?
[CUSTOMER][NEUTRAL] 740,240
[AGENT][NEUTRAL] OK, and your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Perfect and is the claim on you or someone else?
[CUSTOMER][NEUTRAL] Yeah, it's for me so I was in an auto accident and I did not know that my policy had ambulance benefits, so I wanna check if the benefits were paid out before I go request all these records because I understand you guys need records in the bill. The date of service is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] 4233.
[CUSTOMER][NEGATIVE] I looked on my portal but it's not giving me that date of service.
[AGENT][NEUTRAL] OK, I show ambulance was paid.
[CUSTOMER][NEUTRAL] Can you tell me the amount?
[AGENT][NEUTRAL] 586.
[CUSTOMER][NEUTRAL] OK, so why did she tell me the lady I spoke with last night said the benefit was 2500. Is it up to 2500?
[AGENT][NEUTRAL] It's up to yes.
[CUSTOMER][POSITIVE] OK all right thank you so much you have a good day.
[AGENT][NEUTRAL] No, you too uh huh bye bye.
[CUSTOMER][NEUTRAL] Uh huh bye bye.