AccountId: 011433970860
ContactId: d6bdabf7-8c66-4a3c-96a0-057c36255ad2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 83059 ms
Total Talk Time (AGENT): 35992 ms
Total Talk Time (CUSTOMER): 40744 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/30/d6bdabf7-8c66-4a3c-96a0-057c36255ad2_20250130T13:55_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi. Um, at that time, my son went to the hospital. He had American Public Life, but I can't seem to find the policy number or the card. Are you able to look that up?
[AGENT][NEUTRAL] You said your daughter?
[CUSTOMER][NEUTRAL] My son.
[AGENT][NEUTRAL] OK. Are you on the policy?
[CUSTOMER][NEUTRAL] No, it's his father and him.
[AGENT][NEUTRAL] OK, so we'll have to get his permission, um.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] To disclose any information. Is he, is he available or around?
[CUSTOMER][NEUTRAL] No, he's not.
[AGENT][NEUTRAL] OK. Um, anyway, you can have him call us?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] Yeah, I mean, I, he doesn't, he couldn't care less that there's a hospital bill pending under my name because it's his policy, but I, the one that took the child to the hospital and we're divorced, so it's, it's just.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I understand. Yeah, if we can speak with him and get his permission to speak with you, we can do it that way, but we can't disclose any information without his permission since it's his policy.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. No, he doesn't have it anymore. It was just at that time, but, OK, thank you.
[AGENT][POSITIVE] All right and just have him give us a call and um you may wanna conference in with him.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK. Thanks so much.
[AGENT][POSITIVE] All right, thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You too.