AccountId: 011433970860
ContactId: f6c2edef-f29f-47c0-9e70-e23eb00a6d52
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 141320 ms
Total Talk Time (AGENT): 20317 ms
Total Talk Time (CUSTOMER): 107956 ms
Interruptions: 0
Overall Sentiment: AGENT=2.3, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/20/f6c2edef-f29f-47c0-9e70-e23eb00a6d52_20250620T17:27_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes, hi, [PII]. Uh, my name is [PII]. I am [PII] old. I'm not able to do things online, unfortunately, and I have a question that um NCH um hospital from [PII] said that I have a $25.76 bill. Now, um, I, I, I, I was, uh, uh, you know, when.
[CUSTOMER][NEUTRAL] I have the service that everything is accepted. I always ask for that. Would you please check that what would that be? I believe uh that is uh uh generated from uh [PII] by Doctor um.
[CUSTOMER][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] Cardiologist, I believe.
[AGENT][NEUTRAL] And the date of service again was?
[CUSTOMER][NEUTRAL] I, I think that was uh uh what they said, uh, from the hospital when I called this [PII].
[AGENT][NEUTRAL] OK. And do
[CUSTOMER][NEUTRAL] Doctor [PII].
[AGENT][NEUTRAL] And do you have your policy number?
[CUSTOMER][NEUTRAL] Sure, sure. Uh, um, M like Mary, S like Sam, 9,500,235,960.
[AGENT][NEUTRAL] OK, that's not one of our policy numbers.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] This is a, this is.
[CUSTOMER][NEUTRAL] Yeah, price for my.
[AGENT][NEUTRAL] This is American public life.
[CUSTOMER][POSITIVE] Oh my goodness sake.
[CUSTOMER][NEGATIVE] Oh my God. Uh, that's the, you know, I got that from the internet because when I called AMA Insurance, um, nobody answers, and I cannot do it online.
[CUSTOMER][NEUTRAL] So I, I really uh don't know what to do. And then it says uh AMA, what is the phone number? Oh, I see.
[CUSTOMER][POSITIVE] Oh my goodness sake. OK. I'm so sorry. What to hold up your time. I'm sorry. OK.
[AGENT][POSITIVE] Oh, it's no problem.
[AGENT][POSITIVE] No problem.
[CUSTOMER][POSITIVE] Yes, thank you very much. Bye-bye.
[AGENT][POSITIVE] You're welcome. Thank you for calling.