AccountId: 011433970860
ContactId: f0b9ee51-39d1-49c9-8a60-8a7052e689c5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 101650 ms
Total Talk Time (AGENT): 45956 ms
Total Talk Time (CUSTOMER): 33368 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/01/f0b9ee51-39d1-49c9-8a60-8a7052e689c5_20250401T20:52_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah. Hi, [PII]. My name is [PII] calling from Mercy Hospital.
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] Yes, can I just spoke to you.
[AGENT][POSITIVE] How can I help you again? Yes, how can I help you?
[CUSTOMER][NEUTRAL] Yes, yes, yes, ma'am.
[CUSTOMER][NEUTRAL] Yeah, for, uh, I do have a different claim, ma'am, uh, with a different member.
[AGENT][NEUTRAL] OK, you have one more claim for another member, is that correct?
[CUSTOMER][NEUTRAL] Uh, uh, yes, ma'am.
[AGENT][POSITIVE] OK, thank you. I can help you with that. And what is your callback number, [PII] again?
[CUSTOMER][NEUTRAL] It's, it's for [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Thank you. And the member's policy number, please, [PII]?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, it is P as in Papa, the number 1, C as in Charlie.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Now that's not our policy number, [PII] for American Public Life.
[CUSTOMER][NEUTRAL] 2
[AGENT][NEGATIVE] That's not a valid policy number for us.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Let me just try to pull up the member ID card.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yeah, no worries. Thank you so much for asking.
[AGENT][POSITIVE] Oh, you're very welcome. So it it was with another company?
[CUSTOMER][POSITIVE] Yeah, it was with another company. Thank you so much for listening. Have a good time. Bye for now.
[AGENT][POSITIVE] OK. Well, you're welcome and thank you again, [PII], if that's all I can help you with uh for this call, and I still hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] No
[CUSTOMER][NEUTRAL] Yeah.