AccountId: 011433970860
ContactId: aeac307c-fe8d-4a15-a2c2-c7d3ea966294
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 167339 ms
Total Talk Time (AGENT): 60637 ms
Total Talk Time (CUSTOMER): 72630 ms
Interruptions: 1
Overall Sentiment: AGENT=-0.7, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/06/aeac307c-fe8d-4a15-a2c2-c7d3ea966294_20250106T18:32_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] My name is [PII]. I'm calling from Champion EMS, and I have a question about a claim.
[AGENT][POSITIVE] OK [PII] I can help you with the claim. What is your callback number just in case our call is disconnected I'll be able to call you back.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And then what is the patient's name?
[CUSTOMER][NEUTRAL] Last name is [PII] and the first name is [PII].
[AGENT][NEUTRAL] OK, and what's [PII]'s date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And [PII]'s policy number please?
[CUSTOMER][NEUTRAL] A as in apple 60421351
[AGENT][NEUTRAL] OK. That's not one of our policy numbers.
[AGENT][NEUTRAL] Uh, let me see if I can find him by his name.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] What was the name of this insurance company because I think it's supposed to be insurance management administrators, but I don't know.
[AGENT][NEUTRAL] Um, we're American Public Life APAL.
[CUSTOMER][NEUTRAL] Yeah, I don't think that's it.
[CUSTOMER][NEUTRAL] Um, this has a group number of 6042.
[CUSTOMER][NEUTRAL] And it's Maiden Contracting Company LLC.
[AGENT][NEUTRAL] OK, let me see. 6042 you said?
[CUSTOMER][NEUTRAL] Uh, yeah, it's the group number 6042.
[CUSTOMER][NEUTRAL] I don't know if we called the right number or no.
[AGENT][NEUTRAL] No, that's not one of ours.
[AGENT][POSITIVE] No, ma'am. I'm sorry.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Oh no, that's OK. I wasn't sure what who'd even call and I can't even enlarge this, uh.
[AGENT][NEGATIVE] Oh, no.
[CUSTOMER][NEGATIVE] Image on from the thing it's so small like I don't know how they expect people to read it.
[AGENT][NEGATIVE] Oh no.
[AGENT][NEGATIVE] Yeah, that's hard.
[CUSTOMER][NEUTRAL] OK, I will, uh, yeah, I'll see what, uh.
[CUSTOMER][NEUTRAL] I think it goes to 90 degrees, uh, looks like it, um.
[AGENT][NEUTRAL] I do have 90 degrees of I can transfer you to 90 degrees if you would like for me to do that for you.
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] No, I have access to them online.
[AGENT][NEUTRAL] OK, OK.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome, Ms. [PII]. You have a good day and thanks for calling APL.
[CUSTOMER][POSITIVE] Thanks you too.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] Bye bye.