AccountId: 011433970860
ContactId: b2c74934-cc32-4422-b2f8-f8097417ea13
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 333540 ms
Total Talk Time (AGENT): 64302 ms
Total Talk Time (CUSTOMER): 194571 ms
Interruptions: 6
Overall Sentiment: AGENT=0.7, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/25/b2c74934-cc32-4422-b2f8-f8097417ea13_20250225T18:45_UTC.wav
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[CUSTOMER][NEUTRAL] That
[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] How are you doing? My name is [PII]. I, I went to the doctor, uh, a few days ago and they kept me. I gave them my, my medical, um, certificate and pay for my insurance, and I'm trying to see, I want to see if they filed a claim because they just, uh, sent me like a text message where I had to put my name and date of birth in, and the bill came up. So I was trying to see if they actually filed a claim and that's my portion. I'm just trying to figure that part out.
[AGENT][NEUTRAL] OK. May I have your policy number?
[CUSTOMER][NEUTRAL] Oh let me see if I got the card.
[CUSTOMER][NEUTRAL] It is
[CUSTOMER][NEUTRAL] It should be.
[CUSTOMER][NEUTRAL] And my wife got the car. I I.
[CUSTOMER][NEGATIVE] Oh no.
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] kind of coming around to make sure.
[CUSTOMER][NEUTRAL] It reminds me of like privacy window in the bathroom.
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Let me call my wife on the freeway right quick and see if she, I know she got her car out. Hold on one second. 0, 369.
[AGENT][NEUTRAL] OK, you can, you can give me your social.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] The 254 that we cut down the size and then allocate the support and that's.
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEGATIVE] Yeah, scares me, yeah.
[AGENT][NEUTRAL] That's [PII].
[CUSTOMER][NEUTRAL] Yeah, [PII], yeah.
[CUSTOMER][POSITIVE] Alright, take care, [PII].
[CUSTOMER][NEUTRAL] Get on the inside.
[AGENT][NEUTRAL] And [PII], could I please have your date of birth?
[CUSTOMER][NEUTRAL] [PII] freaking ladder.
[CUSTOMER][NEUTRAL] I'm surprised I didn't die.
[CUSTOMER][NEUTRAL] This and this.
[CUSTOMER][NEUTRAL] And 2 pieces per side.
[CUSTOMER][NEUTRAL] Sorry now.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Are you ready?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Alright, great, let's move on to the next one.
[CUSTOMER][NEUTRAL] Putting a memo on the roof, it's really important to be safe with that stuff because when you combine ladders with sharp metal and snow, it can get really dangerous.
[AGENT][POSITIVE] And I'm pulling your policy up for you.
[CUSTOMER][NEUTRAL] down
[CUSTOMER][NEUTRAL] Hand me my gloves and then I'm gonna get up here and plow it, and I want you to hand me the resting from the front because I'm just gonna slide it right underneath me to hold the letters.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Be careful.
[AGENT][NEUTRAL] And could you verify a callback number just in case the call is disconnected?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And I do need to verify the mailing address and the email address on file.
[CUSTOMER][NEUTRAL] No the address is [PII] and the email address is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And I did pull this policy up for you.
[CUSTOMER][NEUTRAL] So you know how I like bugs? Well, let me show you all these new ones.
[AGENT][NEUTRAL] And with this policy,
[CUSTOMER][NEUTRAL] like
[AGENT][NEUTRAL] You would have to contact the web TPA. Let me get that information for you.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] A
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] grammar.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I'll get into that information for you.
[CUSTOMER][NEUTRAL] internet
[AGENT][NEUTRAL] That information is 866.
[AGENT][NEUTRAL] 975.
[CUSTOMER][NEUTRAL] Humira for moderate to severe disease or ulcerative colitis and still have symptoms please.
[AGENT][NEUTRAL] 9458 and would you like your policy number just in case as well?
[AGENT][NEUTRAL] That is 0092.
[CUSTOMER][NEUTRAL] just
[CUSTOMER][NEUTRAL] You, it's one of the latest treatments from the makings of Humira.
[AGENT][NEUTRAL] 93
[AGENT][NEUTRAL] 32.
[CUSTOMER][NEUTRAL] Humira.
[AGENT][POSITIVE] You're welcome and thank you so much, [PII] for calling American Public Life. Have a great day.
[CUSTOMER][POSITIVE] Last free remission and help reduce damage of the.
[AGENT][NEUTRAL] OK.