AccountId: 011433970860
ContactId: 8f709947-c5b8-4343-95f2-ae42b8187c45
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 101610 ms
Total Talk Time (AGENT): 43677 ms
Total Talk Time (CUSTOMER): 65342 ms
Interruptions: 2
Overall Sentiment: AGENT=2.3, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/17/8f709947-c5b8-4343-95f2-ae42b8187c45_20250217T17:06_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Thank you for calling American Public Life. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII] and I'm calling from Vital MMD Group. I would like to know if APL have a fax number to send, um, gap insurance claim.
[AGENT][NEUTRAL] OK, yes, ma'am, I can pull that up for you. Well, could I get a callback number for you?
[CUSTOMER][NEUTRAL] Sure it's [PII].
[AGENT][NEUTRAL] Thank you. And what is the policy number you're calling on?
[CUSTOMER][NEUTRAL] Oh yes, for this one is 147.
[CUSTOMER][NEUTRAL] 747
[CUSTOMER][NEUTRAL] 5 M as in mother, L as in Louis, 8.
[AGENT][NEUTRAL] OK, patient's name and date of birth?
[CUSTOMER][NEUTRAL] Uh, [PII] is [PII].
[AGENT][NEUTRAL] OK, thank you so much for verifying his policy and you did say you were calling for a fax number to send claims.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] Oh, OK, the fax number for claims is 8.
[CUSTOMER][NEUTRAL] You.
[AGENT][NEUTRAL] Let me see, I'm sorry, let me get that 1877.
[CUSTOMER][NEUTRAL] Mhm. Mhm.
[AGENT][NEUTRAL] 365.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 942 3.
[CUSTOMER][POSITIVE] Perfect thank you I really appreciate your help. OK, have a good day.
[AGENT][POSITIVE] You you're welcome.
[AGENT][POSITIVE] You're welcome, you too, [PII]. Is that all I can help you with today?
[CUSTOMER][NEUTRAL] Yes, that's it.
[AGENT][POSITIVE] OK. Have a wonderful day and thank you for calling APO. Bye-bye.
[CUSTOMER][POSITIVE] Thank you. You too. Bye-bye.