AccountId: 011433970860
ContactId: c1ea5770-3f0f-46f0-8c41-171383bbbb48
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 186830 ms
Total Talk Time (AGENT): 69556 ms
Total Talk Time (CUSTOMER): 52686 ms
Interruptions: 1
Overall Sentiment: AGENT=0.2, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/22/c1ea5770-3f0f-46f0-8c41-171383bbbb48_20250122T21:31_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from provider office to check on the claim status. How are you doing today?
[AGENT][NEUTRAL] Alright, give me just one second, let me pull this up.
[AGENT][NEUTRAL] Do you have the policy number or the person that you're calling in regards to?
[CUSTOMER][NEUTRAL] Yes, the policy number is uh 202450134.
[AGENT][NEUTRAL] And what's the callback number for you, [PII]?
[CUSTOMER][NEUTRAL] The callback number is [PII].
[CUSTOMER][NEUTRAL] [PII], it's a direct line.
[AGENT][NEUTRAL] Alright, give me just a second.
[AGENT][NEUTRAL] What's the name of the person you're calling in regards to?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yes, for that, may I know your name, please?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] The member name is [PII]. The last name is [PII].
[AGENT][NEUTRAL] OK, on [PII]. Do you have the date of birth?
[CUSTOMER][NEUTRAL] The date of birth is [PII].
[AGENT][NEUTRAL] OK, and you're calling to check status on a claim?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, let me get you with someone in our client's department. Give me just one second.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][POSITIVE] Good afternoon. Thank you for calling American Public Life. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hey [PII], this is [PII] over in Burker Resources. I have a transfer call. I've got a [PII] with a provider's office. I want to check status on a claim.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, her callback number is [PII].
[AGENT][NEUTRAL] She's calling on policy number 2450134.
[AGENT][NEUTRAL] On [PII].
[AGENT][NEUTRAL] Date of birth [PII].
[CUSTOMER][NEUTRAL] OK, did she give you a data service?
[AGENT][NEUTRAL] I did not get the data service, so sorry, I should ask for that. Are you ready? OK, hold on one second. Hi [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] No worries, I'm ready, yes ma'am.
[AGENT][NEUTRAL] Hi, [PII].
[CUSTOMER][NEUTRAL] Yes, yes.
[AGENT][NEUTRAL] Hi, I've got, I've got [PII] on the line and she's gonna help you with that claim status, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Thanks for calling APL. You have a great day.
[AGENT][NEUTRAL] Bye bye.