AccountId: 011433970860
ContactId: fb2cb07a-7683-479e-a8ee-02eff64b2034
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 204279 ms
Total Talk Time (AGENT): 68369 ms
Total Talk Time (CUSTOMER): 43757 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/01/fb2cb07a-7683-479e-a8ee-02eff64b2034_20250501T19:33_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] One moment.
[AGENT][NEUTRAL] May I help you?
[CUSTOMER][NEUTRAL] Hi, this is, hi, this is [PII] calling from provider's office and I'm checking on claims.
[AGENT][NEUTRAL] Um, I apologize, you've got the wrong extension. Let me get you over to claims. What did you say your name was?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from provider's office and I'm checking on claims.
[AGENT][NEUTRAL] Yes ma'am, you said your name was [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And you're calling about um a claim?
[CUSTOMER][NEUTRAL] Yes, claim status.
[AGENT][NEUTRAL] Claim status, OK, and what is a good call back number for you in case we get disconnected?
[CUSTOMER][NEUTRAL] Callback number is [PII].
[AGENT][NEUTRAL] And what policy number are you calling about?
[CUSTOMER][NEUTRAL] 02
[CUSTOMER][NEUTRAL] 473-340 M as in Mike, L as in Lima, 8.
[AGENT][NEUTRAL] Alright, give me one moment please.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling American Public Life. This is [PII]. Who am I speaking with?
[AGENT][NEUTRAL] Hi [PII], it's [PII] in billing. How are you?
[CUSTOMER][POSITIVE] Good how are you?
[AGENT][NEUTRAL] Uh, I've been better.
[AGENT][NEUTRAL] Um, I have a.
[CUSTOMER][NEGATIVE] Oh, no.
[AGENT][NEUTRAL] I have an [PII] on the phone. She sounds like she's a third party and she's calling about a claim status.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] She doesn't seem like she wants to give much information but.
[AGENT][NEUTRAL] Um, I got a callback number of an [PII] number, but I'm not 10% sure if I got it all correct. It was [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] She's calling about policy.
[AGENT][NEUTRAL] 2,473,340 then she said ML 8. I've never seen that before.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, yeah, that link I got it.
[AGENT][POSITIVE] Oh I see OK all right I'm gonna connect you real quick.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Of course.
[AGENT][NEUTRAL] Hi [PII], this is [PII] again. I've got Misty on the phone. She's gonna help you with that claim status.
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from provider's office and