AccountId: 011433970860
ContactId: f0b2d796-5d05-4a18-bc81-a7e683ad7ace
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 117339 ms
Total Talk Time (AGENT): 34938 ms
Total Talk Time (CUSTOMER): 94002 ms
Interruptions: 3
Overall Sentiment: AGENT=3.6, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/20/f0b2d796-5d05-4a18-bc81-a7e683ad7ace_20250520T13:04_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] For calling American Public Life, this is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] American public life.
[CUSTOMER][POSITIVE] Hey [PII], it's [PII], heck of a nice guy. How are you today?
[AGENT][POSITIVE] Good, how are you?
[CUSTOMER][NEUTRAL] Yeah, good [PII]. Hey [PII], I, I mean I have a lot of accounts but I hardly get into claims that much and um I just need some guidance so can I give you the policy number?
[AGENT][NEUTRAL] Sure, what is that policy number?
[CUSTOMER][NEUTRAL] It's 250-162-9.
[CUSTOMER][NEUTRAL] The gentleman's name is [PII].
[CUSTOMER][NEUTRAL] And his date of birth is [PII].
[AGENT][POSITIVE] OK, thank you so much for verifying his account and if I could get a callback number for you, [PII].
[CUSTOMER][NEUTRAL] Yeah, yeah, [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] And it's and just like usual it's a stupid man question so you know I'm a I'm a GA I help other brokers as well as get groups myself but I don't like when they kind of babysit the insureds where they really should call you guys because it really gets convoluted. So the, the broker just gave me his EOD, uh, for his son. It's really for [PII] and [PII], the dependent.
[CUSTOMER][NEUTRAL] His EOB and his diagnosis and I just wanna know if I can just email it to you guys for processing.
[AGENT][NEUTRAL] Yes, it can be emailed uh and let me, uh, do you have the email address?
[CUSTOMER][NEUTRAL] Yes, it can be emailed.
[CUSTOMER][NEUTRAL] Is it just [PII]?
[AGENT][NEUTRAL] No, it's [PII].
[CUSTOMER][NEUTRAL] Is that is that what it is?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] OK, OK, got it. OK, that shows you how much I get involved. Alright, let me just forward this over to you guys. Alright, thank you so much.
[AGENT][POSITIVE] OK. You're welcome, [PII]. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] No, I mean you could cut off a couple of days so we could really have a nice 3 day weekend. It's too early.
[AGENT][POSITIVE] That would be wonderful.
[AGENT][POSITIVE] Have a wonderful day. Thank you for calling APL. Bye-bye.
[CUSTOMER][POSITIVE] Alright thanks you too bye bye bye.