AccountId: 011433970860
ContactId: 9ba8df9d-69b6-42a2-96cd-0d0e867121ea
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 133559 ms
Total Talk Time (AGENT): 45313 ms
Total Talk Time (CUSTOMER): 49139 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/14/9ba8df9d-69b6-42a2-96cd-0d0e867121ea_20250214T14:10_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. I'm calling because I need assistance with a claim.
[AGENT][NEUTRAL] I can verify claim status. May I have your name and a policy number?
[CUSTOMER][NEUTRAL] Sure, um, it is, my name is [PII].
[CUSTOMER][NEUTRAL] My policy number is 1 2nd let me pull it up.
[CUSTOMER][NEUTRAL] OK, it's 2203929.
[AGENT][NEUTRAL] May I have a good callback number for you?
[CUSTOMER][NEUTRAL] Yeah [PII].
[AGENT][POSITIVE] Thank you, one moment.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] Can you verify your date of birth, your mailing address, and your email, please?
[CUSTOMER][NEUTRAL] Oh yes, [PII], um my birthday is [PII].
[CUSTOMER][NEUTRAL] I mean, [PII].
[CUSTOMER][NEUTRAL] Um, my email is [PII].
[CUSTOMER][NEUTRAL] And what was the last name?
[AGENT][NEUTRAL] Your mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. Please be advised that verification of coverage does not guarantee the payment of a claim. And do you have a claim number or date of service?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, date of service was [PII]. The claim number was 3563341.
[AGENT][NEUTRAL] Thank you for future reference. You may visit our website at [PII]. Check claim status as well. One moment.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] And this was for [PII]?
[CUSTOMER][NEUTRAL] I that
[AGENT][NEUTRAL] Hello.
[CUSTOMER][POSITIVE] Yes, hi, I'll take it.
[AGENT][NEUTRAL] And this was for [PII] 210 of 25?
[CUSTOMER][NEUTRAL] I'll take
[CUSTOMER][NEUTRAL] I'll take that.
[CUSTOMER][NEUTRAL] Yes, uh, I'm sorry, I'm gonna have to call back. I'm getting another phone call.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][POSITIVE] OK thanks bye