AccountId: 011433970860
ContactId: d517ca6a-6d8b-481e-817d-3002e17b2c34
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 274660 ms
Total Talk Time (AGENT): 84948 ms
Total Talk Time (CUSTOMER): 79829 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/d517ca6a-6d8b-481e-817d-3002e17b2c34_20250602T20:16_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name's [PII]. I'm calling from Attorney [PII]'s office.
[CUSTOMER][NEUTRAL] Um, I was calling on, uh, our client to get a final lien amount.
[AGENT][NEUTRAL] OK, and [PII], may I have a good contact number in case we're disconnected and the policy number?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] The policy number is going to be whenever you're ready.
[AGENT][POSITIVE] I'm ready.
[CUSTOMER][NEUTRAL] It is um.
[CUSTOMER][NEUTRAL] 02584774
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] His name is [PII]. His date of birth is [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. Is it alright if I place you on just a brief hold?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right, hold on one moment.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Calling American Public Life. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hey, [PII], this is [PII] on the care team. I have an attorney on the other line trying to see if there's a lien amount on the policy.
[CUSTOMER][NEUTRAL] OK, what is that policy number?
[AGENT][NEUTRAL] It is 258-477-4.
[CUSTOMER][NEUTRAL] And that's the name of the insurance?
[AGENT][NEUTRAL] The name of the, like the product?
[CUSTOMER][NEUTRAL] No, the name of the insured. What's his name?
[AGENT][NEUTRAL] Oh, the insured, I thought you said insurance. I'm sorry, [PII].
[CUSTOMER][NEUTRAL] OK, and what's the um Chinese name, please?
[AGENT][NEUTRAL] The attorney is [PII].
[CUSTOMER][NEUTRAL] OK, and what is [PII]'s, um, do you have her callback number and the attorney's name?
[AGENT][NEUTRAL] Um, it's [PII].
[CUSTOMER][NEUTRAL] That she's with uh-huh, hold on, [PII].
[AGENT][NEUTRAL] Mhm. [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm sorry, [PII].
[CUSTOMER][NEUTRAL] And then the you know the name of the law firms that she's doing?
[AGENT][NEUTRAL] She gave it, but I didn't write it down.
[CUSTOMER][POSITIVE] OK, that's OK. OK. I just wanna have all my information so I can talk to you and transfer. Thank you.
[AGENT][NEUTRAL] OK, you're welcome. Hold on one moment.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hello [PII].
[CUSTOMER][NEUTRAL] Yes ma'am, I'm still here.
[AGENT][POSITIVE] Thank you so much for holding. I apologize for that wait. Um, we have a representative that helps our attorneys. I was getting her on the line. Um, her name is [PII], and before I transfer
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes ma'am, I remember speaking with her.
[AGENT][NEUTRAL] You spoke with her, OK. I'm gonna go ahead and transfer you over to her, OK?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] OK awesome thank you.
[AGENT][NEUTRAL] You're welcome. Thanks for calling APL. Hold on one moment.
[AGENT][NEUTRAL] Hello [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Alright, I have [PII] on the line and she'll be assisting you further, OK?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] again from attorney.