AccountId: 011433970860
ContactId: c95f4ff5-8bca-4674-bf45-000b8dce3037
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 130369 ms
Total Talk Time (AGENT): 34976 ms
Total Talk Time (CUSTOMER): 61384 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/18/c95f4ff5-8bca-4674-bf45-000b8dce3037_20250318T20:34_UTC.wav
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[AGENT][POSITIVE] Thank you for calling American Public Life. This is [PII]. How can I help you?
[CUSTOMER][POSITIVE] [PII], hey, it's [PII], heck of a nice guy. How are you today?
[AGENT][POSITIVE] Good, how are you?
[CUSTOMER][NEUTRAL] Yeah, good. Hey [PII], I have a policyholder that sent really the health broker that I'm helping out at this group her explanation of benefits and her you'll be on urgent care, and I just wanna know what email address I should send it to.
[AGENT][NEUTRAL] Uh, yes. Uh, could I get her policy number really quick, please?
[CUSTOMER][NEUTRAL] Yeah, yeah, yeah, I have it. I'm jiggy with it. It's 258-845-7.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Her name is [PII], yeah, [PII], and, and I know you're gonna ask me for her date of birth, so let me just get an OCS really quick.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII], if I can remember the group that she [PII], all right, hold on.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Her date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you so much for verifying the account and you're calling for the email address to send claims?
[CUSTOMER][NEUTRAL] Yeah, uh, in full disclosure, I used to send it to Ms. [PII] or geeky, and Gey's closed, uh, you know, she ends up [PII], so.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, the uh email address is [PII].
[AGENT][NEUTRAL] At
[CUSTOMER][NEUTRAL] OK, uh, uh, singular only?
[AGENT][NEUTRAL] Plural, [PII]
[CUSTOMER][NEUTRAL] Other claims, OK. Uh-huh. hyphen APL memory search.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Or no?
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][POSITIVE] Alright, alright, I appreciate it thank you.
[AGENT][POSITIVE] You're welcome. You have a wonderful day. Thank you for calling APL. Bye bye.
[CUSTOMER][NEUTRAL] All right. You too, ma'am. Bye.
[CUSTOMER][NEUTRAL] Bye bye.