AccountId: 011433970860
ContactId: b5916e35-9f5b-4eb1-b3a9-ad2963e0a009
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 158199 ms
Total Talk Time (AGENT): 33860 ms
Total Talk Time (CUSTOMER): 55652 ms
Interruptions: 0
Overall Sentiment: AGENT=3, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/08/b5916e35-9f5b-4eb1-b3a9-ad2963e0a009_20250108T13:51_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. Who am I speaking with?
[CUSTOMER][NEUTRAL] Hi, this is [PII] A calling from Satellite office to check all is required or not.
[AGENT][POSITIVE] Absolutely I can help you with that. Uh, first we're having phone issues. Can I get a callback number in case I lose you?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect and the policy number?
[CUSTOMER][NEUTRAL] Policy number we have is
[CUSTOMER][NEUTRAL] Just a moment.
[CUSTOMER][NEGATIVE] Just a moment, my system got hanged.
[AGENT][POSITIVE] You're good.
[CUSTOMER][NEUTRAL] 6
[CUSTOMER][NEUTRAL] Sorry for being on hold, just almost done.
[CUSTOMER][POSITIVE] Thank you so much for being on hold. I appreciate your patience. Yes, uh, can I, can I provide you the
[AGENT][POSITIVE] No problem.
[CUSTOMER][NEUTRAL] It's 01844016 M as in Mike Lima 8.
[AGENT][NEUTRAL] Perfect and the patient's name?
[CUSTOMER][NEUTRAL] Patient name will be [PII]. Date of birth will be [PII].
[AGENT][NEUTRAL] OK, and you're calling for claim status correct?
[CUSTOMER][NEUTRAL] No, no, I just want to know what is required or not. I have two CPT codes.
[AGENT][NEUTRAL] Oh, OK, no, were there supplemental policy, uh, no author is required.
[CUSTOMER][POSITIVE] Great, thank you so much for that info and how you spell your first name and last name?
[AGENT][NEUTRAL] It is [PII].
[CUSTOMER][NEUTRAL] And can I get a call reference number?
[AGENT][NEUTRAL] It's just my name.
[CUSTOMER][NEUTRAL] OK. Your name and today's date, right?
[AGENT][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, anything else I can help you with?
[CUSTOMER][POSITIVE] Thank you so much, ma'am.
[CUSTOMER][POSITIVE] No, thank you so much.
[AGENT][POSITIVE] No problem at all. You have a great rest of your day and thank you for calling APL.
[CUSTOMER][POSITIVE] Have a wonderful rest of your day.
[AGENT][NEUTRAL] Uh huh bye bye.