AccountId: 011433970860
ContactId: a0b06ad1-3c30-474e-a69a-b49cb6a03265
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 212779 ms
Total Talk Time (AGENT): 48210 ms
Total Talk Time (CUSTOMER): 59725 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=-0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2024/12/31/a0b06ad1-3c30-474e-a69a-b49cb6a03265_20241231T20:02_UTC.wav
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[AGENT][NEUTRAL] Good afternoon, thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, I had an ER visit on [PII] and it's showing that it wasn't covered at all, and it should be, so I'm just checking on that.
[AGENT][NEUTRAL] OK. Um, may I have the policy number?
[CUSTOMER][NEUTRAL] we don't have, we don't have that.
[AGENT][NEUTRAL] OK. Um, bear with me just a second, let me pull another system.
[AGENT][NEUTRAL] Alright
[CUSTOMER][NEGATIVE] But you don't have that insurance anymore. Yeah, I don't have that insurance anymore, so.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] May I have the spelling of your last name?
[CUSTOMER][NEUTRAL] Spelling of your last name. [PII]
[AGENT][NEUTRAL] And the spelling of the first name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Let me have that one more time, and nothing came up. Can you uh spell out the last name one more time?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. And the first
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] What's the address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mm I have nobody under that last name. Do you have a social that I can use to, to see if you're in our sys in our system?
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] And um you are with American Public Life?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] This is her mother. I'm on the line with her. Um, she had, um, Federal life in July when her ER visit was.
[AGENT][NEUTRAL] We're not federal life. We're American public life.
[CUSTOMER][NEGATIVE] Oh, you were given the wrong the wrong information sorry.
[AGENT][NEUTRAL] It's OK, no problem. Is there anything else I can help you with today, Ms. [PII]?
[CUSTOMER][NEUTRAL] That's it, bye bye.