AccountId: 011433970860
ContactId: b32f53d6-8309-4ac3-8281-48d836a226db
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 209589 ms
Total Talk Time (AGENT): 88157 ms
Total Talk Time (CUSTOMER): 96114 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/26/b32f53d6-8309-4ac3-8281-48d836a226db_20250226T18:22_UTC.wav
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[AGENT][NEUTRAL] For calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hey [PII], um, I have an insured on the phone. She's calling about, um, she had received a voice message, uh, for a call back regarding her son's claim, and it looks like my kid, um.
[AGENT][NEUTRAL] From who?
[CUSTOMER][NEUTRAL] Say again?
[AGENT][NEUTRAL] Did you receive a call back from me?
[CUSTOMER][NEUTRAL] No, from [PII], and it doesn't look like she and looks like she's gone for the day, but um.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It looks like my neck was, um,
[CUSTOMER][NEUTRAL] Going by the notes, it looked like she was inquiring if the patient had any other services besides just an office visit, which it doesn't.
[CUSTOMER][NEUTRAL] Look like it?
[CUSTOMER][NEUTRAL] Uh, and the insured did confirm that, but she is wondering if it's for this other data service.
[CUSTOMER][NEUTRAL] And she's inquiring about the status of this claim or if additional information is needed?
[AGENT][NEUTRAL] What's the policy number [PII]? I could see if I can help her because I don't know what [PII] called her for, but I can see if I could assist her.
[CUSTOMER][NEUTRAL] OK OK.
[CUSTOMER][NEUTRAL] Uh, it is 1,807,330, and it's for part four.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And which claim is it?
[CUSTOMER][NEUTRAL] Um, it's for, I'm assuming.
[AGENT][NEUTRAL] Look like somebody got an open claim now.
[CUSTOMER][NEUTRAL] Yeah, and I looked at that one.
[CUSTOMER][NEUTRAL] Uh, or did I look at that one? Yeah.
[AGENT][NEUTRAL] [PII] working on it now.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] Look like [PII] probably going to lunch. Oh, [PII] is back. She's back. I'll transfer her over to her if she's back.
[CUSTOMER][NEUTRAL] Because
[CUSTOMER][NEUTRAL] Cause
[CUSTOMER][NEUTRAL] Oh, is she?
[CUSTOMER][POSITIVE] Oh, if you would, or um, yeah, that way she can speak with her since she talked to her. It's, oh, a good deal.
[AGENT][NEUTRAL] But how could I do that with the thing, but you can send over I transfer over to [PII].
[CUSTOMER][POSITIVE] OK, I appreciate you, [PII]. Have a great one.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] You're welcome, [PII]. Thank you. Have a good one.
[CUSTOMER][NEUTRAL] Mhm. Nah.
[AGENT][NEUTRAL] Hello, how are you doing?
[CUSTOMER][NEUTRAL] I'm sorry, hello? I'm sorry, I. Yes, hello. Hi.
[AGENT][NEUTRAL] Hello.
[AGENT][NEUTRAL] My name is [PII]. I'm gonna transfer you over to [PII], the adjuster who contacted you in regards to your claim. Do you mind putting me putting you on a brief hold while I reach out to her?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Nope.
[CUSTOMER][POSITIVE] No, that's totally fine.
[AGENT][NEUTRAL] Hold one moment. Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEGATIVE] Oh she call me for no way.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] It's [PII]
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] I can make.
[CUSTOMER][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hey, [PII], how are you doing? This is [PII].
[CUSTOMER][NEUTRAL] Hey, [PII].
[AGENT][NEUTRAL] I was calling because I have a [PII] or Vortis on the phone. She's calling because of a voicemail that you left her and she wanted to speak with you in regards to part 4.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] I'm ready.
[AGENT][NEUTRAL] All right, I'm gonna transfer over to you, [PII].
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][POSITIVE] Hello, Miss [PII]. I'm gonna transfer you over to um [PII] so she can better assist you. Thanks for calling APL and have a great day.
[CUSTOMER][NEUTRAL] Yes, I've been waiting. Yes, OK.
[AGENT][NEUTRAL] OK.