AccountId: 011433970860
ContactId: ec573b1f-0c1f-4759-b4bd-c8acb7f88133
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 144660 ms
Total Talk Time (AGENT): 43604 ms
Total Talk Time (CUSTOMER): 77566 ms
Interruptions: 1
Overall Sentiment: AGENT=1.9, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/14/ec573b1f-0c1f-4759-b4bd-c8acb7f88133_20250414T20:48_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII], and I was calling. I, I'm calling to see if you all received, um, um, request for benefits from me for a bill I have and that I can give you my account number and everything.
[AGENT][NEUTRAL] OK, [PII], I can help you with that. What's your policy number?
[CUSTOMER][NEUTRAL] It's 982-078.
[CUSTOMER][NEUTRAL] Uh, she on the way back
[AGENT][NEUTRAL] And you said it was for yourself?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, uh,
[CUSTOMER][NEUTRAL] And it was for [PII].
[AGENT][NEUTRAL] Uh, I just need to verify just a few pieces of information. Do you have a good callback number, [PII]?
[CUSTOMER][NEUTRAL] OK mhm [PII].
[AGENT][NEUTRAL] And your birthday?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And your address?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and lastly your email address.
[CUSTOMER][NEUTRAL] Um, I think you have [PII].
[AGENT][POSITIVE] OK, thank you so much.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. We're looking for [PII] or [PII], is that right?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] You, yes, yes, it's from Octaville County Hospital.
[AGENT][NEUTRAL] Um, I don't show anything on file for that date.
[AGENT][NEUTRAL] Did you submit it or did the hospital?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The hospital should have submitted it either [PII]. That's when I was in the ER overnight.
[CUSTOMER][NEUTRAL] And I'm trying to see they they're saying that they submit but I don't think they did.
[AGENT][NEUTRAL] Yeah, I don't, wouldn't be, let me check, just check [PII]. Let's see.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, I don't have anything on file for that date.
[CUSTOMER][NEUTRAL] OK, that's what I wanted to find out first before I make my case.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alright then, I, I appreciate you just giving me the information and I'm fixing to contact them again.
[AGENT][POSITIVE] OK, sounds good. Anything else I can help you with?
[CUSTOMER][POSITIVE] Alright, thank you so thank you no ma'am, that's it thank you so much I appreciate it um alright bye bye.
[AGENT][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Thanks for calling APL. Have a good day.