AccountId: 011433970860
ContactId: c1da858e-4632-446a-9281-65c365ff4580
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 154899 ms
Total Talk Time (AGENT): 33907 ms
Total Talk Time (CUSTOMER): 71052 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=-0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/24/c1da858e-4632-446a-9281-65c365ff4580_20250124T19:53_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] PL this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Good afternoon. Uh, my name is [PII]. Um, I have, um.
[CUSTOMER][NEUTRAL] Um, I, I have, uh, I'm just calling to.
[CUSTOMER][NEUTRAL] Because it's supposed to send me a bill for Medicare.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Do you have me on speaker?
[CUSTOMER][NEUTRAL] No, hold on, hold on.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes, um, I'm calling about the Medi Medicare or, uh, and the benefits for the for the.
[CUSTOMER][NEUTRAL] For the dis disability?
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] And I'm not and I'm not received nothing yet then.
[CUSTOMER][NEGATIVE] They're supposed to send me a bill for the Medicare insurance.
[CUSTOMER][NEGATIVE] And I, I never received it.
[AGENT][NEUTRAL] OK, let me get your name.
[CUSTOMER][NEUTRAL] Uh, my name is [PII].
[AGENT][NEUTRAL] Is it [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII] OK. And so do you, thank you. Do you have coverage with?
[CUSTOMER][NEUTRAL] Yes, [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] You want me to spell it [PII] for you?
[AGENT][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. Do you have a policy with American Public Life?
[CUSTOMER][NEUTRAL] A policy with who?
[AGENT][NEUTRAL] American Public Life, uh, which is who you're speaking with.
[CUSTOMER][NEGATIVE] Oh, no.
[CUSTOMER][NEUTRAL] No, I don't have it.
[AGENT][NEUTRAL] And how do you
[AGENT][NEUTRAL] Who do you have a policy with?
[CUSTOMER][NEUTRAL] Um, Medicare.
[AGENT][NEUTRAL] OK, so, so you were speaking with American Public Life.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Alright, you don't know.
[CUSTOMER][NEUTRAL] Do you have a number to Medicare straight up to Medicare?
[AGENT][NEUTRAL] No, sir, I do not.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][NEUTRAL] OK. Anything else?
[CUSTOMER][POSITIVE] No, that's it thank you.
[AGENT][POSITIVE] All right, thank you for