AccountId: 011433970860
ContactId: db8f88a7-b6bb-4be4-bd62-7c1303b989a4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 382880 ms
Total Talk Time (AGENT): 82158 ms
Total Talk Time (CUSTOMER): 155600 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/17/db8f88a7-b6bb-4be4-bd62-7c1303b989a4_20250617T20:43_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] Hey [PII], it's [PII] and billing. How are you doing?
[AGENT][POSITIVE] Hey, I'm doing good. How are you doing?
[CUSTOMER][NEUTRAL] I'm good. I have um someone from an attorney's office named [PII], um, that's calling on behalf of a client.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And
[CUSTOMER][NEUTRAL] Um, and her
[AGENT][NEUTRAL] Oh, go ahead. You.
[CUSTOMER][NEUTRAL] Sorry, um, her callback number is [PII]. Um, but that's what I would get her to someone on the care team.
[AGENT][POSITIVE] Alrighty, well, I'll be more than happy to help her and you said her name is [PII]?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, let me join the call now.
[CUSTOMER][NEUTRAL] Hi, [PII], are you still there?
[CUSTOMER][NEUTRAL] Yes, I'm here.
[CUSTOMER][NEUTRAL] OK, I have, I have [PII] on our um care team that's gonna take care of you, OK?
[CUSTOMER][POSITIVE] Thank you. I appreciate it. Have a great day. You too. Bye.
[AGENT][NEUTRAL] Hello [PII], how are you doing today?
[CUSTOMER][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] [PII], I'm fine, thank you. Um, so [PII], I have, uh, the client's name is uh [PII].
[CUSTOMER][NEUTRAL] And the reason of my call is uh uh regarding
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, the lien.
[CUSTOMER][NEUTRAL] A lien? Are you familiar with that?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Right, like a lien on the policy, yes.
[CUSTOMER][NEUTRAL] Are you familiar?
[AGENT][POSITIVE] Yes, ma'am. How may I help you?
[CUSTOMER][NEGATIVE] OK, perfect. OK. Awesome. So yes, so I sent the letter before and they're saying, uh, they, you know, they just explained this and that how it works in your, you know, with your insurance, but I'm not receiving any lien, uh, for that matter, you know what I mean? So I don't know what to do here.
[AGENT][NEUTRAL] OK. So the person that you need to speak with is [PII]. She's the only one that works with the liens.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] So, do you mind if I place you on just a brief hold while I reach out to her for you?
[CUSTOMER][POSITIVE] Absolutely. Thank you so much.
[AGENT][POSITIVE] You're very welcome. Hold on one moment, OK?
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Good afternoon. Thank you for calling American Public Life. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hey [PII], this is [PII] on the care team. How are you?
[CUSTOMER][POSITIVE] I'm just fine, thank you.
[AGENT][NEUTRAL] You're welcome. I have a um attorney on the other line. She's asking about a lien. Um she said she got some information, but she doesn't have the lien information.
[CUSTOMER][NEUTRAL] OK, we don't do liens on any of our clients and there's no segregation, um.
[CUSTOMER][NEUTRAL] Let me, let me get the policy number. Do you have that policy number?
[AGENT][NEUTRAL] Um, no, hold on one moment. She just gave me her name.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, um, you could always tell her, you know.
[CUSTOMER][NEUTRAL] With me, I need to if you need to transfer her. I need her policy number and her information.
[CUSTOMER][NEUTRAL] And then I can, or you can just let her, you know, you have to take the phone up. So let's just go ahead and get the telephone number, I mean, get her the policy number, and then you can transfer her to me, please.
[AGENT][NEUTRAL] Alright, hold on one moment, OK.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Hello, [PII].
[CUSTOMER][NEUTRAL] Yes, hi.
[AGENT][POSITIVE] Thank you so much for holding. I have [PII] on the other line, but do you have a policy number for [PII]?
[CUSTOMER][POSITIVE] Yes, yes, I do.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, should I give it to you?
[AGENT][NEUTRAL] Yes, please.
[CUSTOMER][NEUTRAL] Sure. It's 023-26517.
[AGENT][NEUTRAL] All right, hold on one moment, OK?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hello [PII].
[CUSTOMER][NEUTRAL] Yeah, just a moment.
[AGENT][NEUTRAL] Alright, it's 232.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] 651-7.
[CUSTOMER][NEUTRAL] OK, and it's for [PII], and what's the name of the attorney who's on the line?
[AGENT][NEUTRAL] Her name is [PII].
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] All right, you're welcome. Hold on one moment.
[AGENT][NEUTRAL] Hello, [PII].
[CUSTOMER][NEUTRAL] Yes, hi.
[AGENT][POSITIVE] Hey, thanks for holding. I have [PII] on the line and she'll be assisting you further, OK?
[CUSTOMER][POSITIVE] Thank you, I appreciate it. Have a great day.
[AGENT][NEUTRAL] You also. Bye-bye.
[CUSTOMER][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] Hello [PII]