AccountId: 011433970860
ContactId: 99888a60-54ef-4d87-8e5f-7ab16ca39901
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 194979 ms
Total Talk Time (AGENT): 67185 ms
Total Talk Time (CUSTOMER): 59297 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=1.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/09/99888a60-54ef-4d87-8e5f-7ab16ca39901_20250109T16:35_UTC.wav
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[AGENT][POSITIVE] Good Morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from Pro to claim status.
[AGENT][POSITIVE] It would be my pleasure to assist you with claim status. Can you spell your name for documentation?
[CUSTOMER][NEUTRAL] Yeah. My first name is [PII] and last name is [PII].
[AGENT][NEUTRAL] What is the first name?
[CUSTOMER][NEUTRAL] Who's there.
[CUSTOMER][NEUTRAL] First name is [PII] and last name, first name is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you, [PII]. And what is a good, sure. My name is [PII].
[CUSTOMER][NEUTRAL] Your name, please?
[AGENT][NEUTRAL] And [PII], what is a good callback number?
[CUSTOMER][NEUTRAL] [PII] with my extension [PII].
[AGENT][NEUTRAL] And what were the first three letters?
[CUSTOMER][NEUTRAL] Sorry?
[AGENT][NEUTRAL] What were the first three letters of the phone number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII] and I'm sorry, those are numbers, not letters.
[AGENT][NEUTRAL] What is the policy number for the patient?
[CUSTOMER][NEUTRAL] Yeah, OK.
[CUSTOMER][NEUTRAL] 150.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 150.
[CUSTOMER][POSITIVE] Yes, you are right.
[AGENT][NEUTRAL] And then, what is, is that the policy number?
[CUSTOMER][NEUTRAL] So, the policy number starting with 150.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] What is the rest of the policy number?
[CUSTOMER][NEUTRAL] 0087920.
[AGENT][NEUTRAL] So it's 1,500,087,920.
[CUSTOMER][POSITIVE] Yes, you are right.
[AGENT][NEUTRAL] That is not
[AGENT][NEUTRAL] An APL policy number. Is that the policy number for APL?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Actually, um.
[CUSTOMER][NEUTRAL] This is the health comp and uh.
[CUSTOMER][NEUTRAL] It will be under by the American Lifecare.
[AGENT][NEUTRAL] This is APL.
[CUSTOMER][NEUTRAL] OK, so can you please transfer to help camp?
[AGENT][NEUTRAL] I don't have that information.
[CUSTOMER][POSITIVE] Yeah, mm, yeah, OK. Thank you, [PII]. Thank you for that information again this.
[AGENT][POSITIVE] It's been my pleasure. And [PII], is there anything else I can help you with today?
[CUSTOMER][POSITIVE] Yeah, nothing else. Thank you.
[AGENT][POSITIVE] Thank you for calling APL. You have a wonderful day.
[CUSTOMER][POSITIVE] Yeah, I do.
[AGENT][POSITIVE] Thank you. Bye-bye.