AccountId: 011433970860
ContactId: ab564d03-cf1e-48f8-a3fa-d0e46253b6b5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 50799 ms
Total Talk Time (AGENT): 22116 ms
Total Talk Time (CUSTOMER): 32030 ms
Interruptions: 1
Overall Sentiment: AGENT=1, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/01/ab564d03-cf1e-48f8-a3fa-d0e46253b6b5_20250401T17:27_UTC.wav
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[AGENT][NEUTRAL] Contacting ATL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. This is [PII] calling from the provider's office, checking on claims.
[AGENT][NEUTRAL] No, I can help with the claim status. What's the policy number, please?
[CUSTOMER][NEUTRAL] The policy number is L as in Lima H as in Hotel in 1939947401.
[AGENT][NEUTRAL] OK, um, since that's not one of our policy numbers, maybe I can find it by the uh insured's name. How do you spell the last name, please?
[CUSTOMER][NEUTRAL] OK, before that, this is AmeriHealth Administrators.
[AGENT][NEUTRAL] No, no, it's not. This is American Public Life.
[CUSTOMER][POSITIVE] Oh, OK. I'm so sorry.
[AGENT][POSITIVE] I, I, I think you might have the wrong number. No, that's quite all right. That's quite all right, but thank you for contacting us anyway. You have a good day.