AccountId: 011433970860
ContactId: 883bc818-f63b-49e0-abda-d467a3277aa2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 266320 ms
Total Talk Time (AGENT): 54362 ms
Total Talk Time (CUSTOMER): 80870 ms
Interruptions: 1
Overall Sentiment: AGENT=1.8, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/02/883bc818-f63b-49e0-abda-d467a3277aa2_20250402T19:00_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL. How may I help you?
[CUSTOMER][NEUTRAL] Yeah, I work with a facility. I'll just need to verify a denial reason on a claim.
[AGENT][POSITIVE] OK, I can help you with your name.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], what's the policy number and a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] Member number is D433-02148.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And the phone number is [PII].
[AGENT][NEUTRAL] OK, what's the claim number?
[CUSTOMER][NEUTRAL] 202408-230037.
[AGENT][NEUTRAL] OK, and so this claim is for 90 Degrees, which is a different company. Uh, what phone number did you dial, [PII]?
[CUSTOMER][NEUTRAL] Um, I got the customer service number on the remit.
[CUSTOMER][NEUTRAL] So it was the [PII]?
[AGENT][NEUTRAL] OK, and you would select option one. I think you may have selected option 2, which brought you to American Public Life. Yeah, I can, I can connect you to that area if you would like.
[CUSTOMER][NEUTRAL] Oh OK, maybe.
[CUSTOMER][POSITIVE] OK, yeah, that's fine. Thank you.
[AGENT][NEUTRAL] OK, 11 moment. Anything else before we transfer?
[CUSTOMER][NEUTRAL] Um, no, I don't think so.
[AGENT][POSITIVE] Alright [PII], thanks for calling APL. Have a good day and give me one moment.
[CUSTOMER][NEUTRAL] Thank you for calling 90. If you would like to participate in a quick survey after the call to rate your service with us, please press 1. All agents are currently assisting other callers. Please remain on the line and your call will be answered by the next agent.
[CUSTOMER][POSITIVE] We appreciate your call.
[CUSTOMER][POSITIVE] We appreciate your patience. Please remain on the line, and we will be with you shortly.
[CUSTOMER][POSITIVE] We apologize for the longer than expected wait time.
[CUSTOMER][NEUTRAL] Your call is important to us.
[CUSTOMER][NEUTRAL] If you prefer, you can leave a detailed voicemail message, and we will get back to you promptly. Press 1 to leave a voicemail.
[AGENT][NEUTRAL] [PII], thank you for holding um their lines are busy and they prompted me to leave a voice message. I didn't want to put you through to the queue without announcing that to you. So did you wanna leave a message?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, yeah, I can just call back, you know, yeah, that's fine. OK, well, thank you.
[AGENT][NEUTRAL] Or call them back.
[AGENT][NEUTRAL] OK, OK, make, make sure you select option one.
[CUSTOMER][POSITIVE] Option one. All right, thank you.
[AGENT][POSITIVE] You you're welcome, [PII]. If no other questions, thanks for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You too.