AccountId: 011433970860
ContactId: 057ca0b4-2c6d-452f-9612-382065c4742b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 115720 ms
Total Talk Time (AGENT): 53585 ms
Total Talk Time (CUSTOMER): 49026 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/10/057ca0b4-2c6d-452f-9612-382065c4742b_20250410T15:23_UTC.wav
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[CUSTOMER][NEGATIVE] Contras
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] And it is.
[CUSTOMER][NEUTRAL] Hi, [PII]. I'm calling for claim status.
[AGENT][NEUTRAL] OK, yeah, I can check on a claim for you. What was your name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] I'm sorry, you said that was [PII].
[CUSTOMER][NEUTRAL] [PII] don't like the state of [PII]
[AGENT][NEUTRAL] OK, thank you [PII], is this for your individual policy or are you with a uh provider?
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] I'm a provider.
[AGENT][NEUTRAL] OK, can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII] and that's my direct line.
[AGENT][NEUTRAL] Thank you. Do you have that policy number?
[CUSTOMER][NEUTRAL] A as in Alpha, S as in Sam, Y as in Yankee.
[CUSTOMER][NEUTRAL] 922603391
[AGENT][NEUTRAL] OK, so that is not gonna be one of our policy numbers. [PII], that's a bit too long. Um.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Do you maybe have their social I could search for them that way.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK thank you one moment.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] And what was the name for the member?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, um, I did not get a result with that social, [PII], um,
[CUSTOMER][NEUTRAL] OK, I didn't think this number belonged to this account to this card. I was in they're like that is not their member ID number, so some type.
[AGENT][NEUTRAL] There usually is a bit of uh confusion as American public life and I know a lot of other insurance companies sound similar American something, you know, so.
[CUSTOMER][POSITIVE] Right. OK. Well, thank you for your assistance. Have a good day.
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] Of course, yeah, thanks for your call. You too. Thank you. Bye-bye.
[CUSTOMER][POSITIVE] Thank you. Bye-bye.