AccountId: 011433970860
ContactId: 9fd55799-ed08-4a72-b9f7-4fdd81745f46
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 146419 ms
Total Talk Time (AGENT): 39562 ms
Total Talk Time (CUSTOMER): 68810 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/31/9fd55799-ed08-4a72-b9f7-4fdd81745f46_20250131T21:18_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL this is [PII] how may I help you?
[CUSTOMER][NEUTRAL] Hello. Good afternoon. This is [PII] from provider's office. Can you spell out your name for me?
[AGENT][NEUTRAL] Yes, it's [PII] and can you also spell yours?
[CUSTOMER][NEUTRAL] Uh, can you spell out again?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, they say [PII]
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] I was like
[AGENT][NEUTRAL] And can I get your callback number, [PII]?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][POSITIVE] OK, thank you. And how can I help you today?
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] I just need a claim status.
[AGENT][NEUTRAL] OK, I can help you with claim status. Can you please give me the patient's name?
[CUSTOMER][NEUTRAL] Yes. The patient name is
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and what's [PII]'s date of birth?
[CUSTOMER][NEUTRAL] And the last
[CUSTOMER][NEUTRAL] Uh, and the last name is [PII]. Yes, [PII]. And the
[AGENT][POSITIVE] Oh, I'm sorry.
[CUSTOMER][NEUTRAL] Date of birth is
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and then what is [PII]'s?
[AGENT][NEUTRAL] Policy number.
[CUSTOMER][NEUTRAL] P as in Papa. A as in Alpha.
[CUSTOMER][NEUTRAL] N as in Nancy.
[CUSTOMER][NEUTRAL] 8 G as in girl.
[CUSTOMER][NEUTRAL] 000072
[AGENT][NEUTRAL] OK, are you meaning to call American Public Life Insurance?
[CUSTOMER][NEUTRAL] Um, current Alliance.
[AGENT][NEGATIVE] No, you've got the wrong company.
[CUSTOMER][NEUTRAL] Can you provide me the number because the number we have for the alliance is the same.
[AGENT][NEUTRAL] No, we're not associated with Alliance.
[CUSTOMER][NEUTRAL] So for your.
[CUSTOMER][POSITIVE] OK. Thank you.
[AGENT][POSITIVE] Thank you, you have a good