AccountId: 011433970860
ContactId: ba380915-dc4b-4c10-be58-f8ac375856f4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 91540 ms
Total Talk Time (AGENT): 19331 ms
Total Talk Time (CUSTOMER): 42266 ms
Interruptions: 1
Overall Sentiment: AGENT=1.4, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/18/ba380915-dc4b-4c10-be58-f8ac375856f4_20250418T20:13_UTC.wav
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[AGENT][NEUTRAL] This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from Jackson Memorial Hospital, checking on a claim status.
[AGENT][NEUTRAL] I can help you. What's the policy number?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Uh policy number after the letter A is?
[CUSTOMER][NEUTRAL] 1011953302.
[AGENT][NEUTRAL] Could you repeat that please?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Policy number is
[CUSTOMER][NEUTRAL] Number one,
[CUSTOMER][NEUTRAL] And after the letter A, 101.
[CUSTOMER][NEUTRAL] 1953302.
[AGENT][NEUTRAL] Hey, do you have the ID card?
[CUSTOMER][NEUTRAL] Yes, I think, yeah.
[AGENT][NEUTRAL] And what's the insurance company name on the card?
[CUSTOMER][NEUTRAL] One moment.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's Ahmed Emri Peterfield.
[AGENT][NEUTRAL] OK. You're speaking with American Public Life.
[CUSTOMER][POSITIVE] Oh, I'm so sorry.
[AGENT][POSITIVE] That's OK. Anything else I can help out with today?
[CUSTOMER][NEUTRAL] I'm sorry.
[CUSTOMER][POSITIVE] Uh, no, that's all, thank you.
[AGENT][POSITIVE] Hey, you're welcome. Thanks for calling APL. Have a good day.
[CUSTOMER][POSITIVE] Yeah, you too. Have a great day. Bye-bye.
[AGENT][NEUTRAL] Bye bye.