AccountId: 011433970860
ContactId: 07f06cb7-aa2d-4171-8edb-4033492e7ae1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 81769 ms
Total Talk Time (AGENT): 37859 ms
Total Talk Time (CUSTOMER): 30438 ms
Interruptions: 1
Overall Sentiment: AGENT=1, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/06/07f06cb7-aa2d-4171-8edb-4033492e7ae1_20250606T17:22_UTC.wav
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[AGENT][POSITIVE] Good. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] from Broader's office to check on our client status.
[AGENT][NEUTRAL] OK, [PII], you're needing claim status, is that correct?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] Yes, I can help you with that. And what is your callback number?
[CUSTOMER][NEUTRAL] Your callback would be
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And how many claims marked do you have to check status on?
[CUSTOMER][NEUTRAL] Uh, just a non-client.
[AGENT][NEUTRAL] Did you say one claim?
[CUSTOMER][NEUTRAL] Did
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes, I can help you with that. And what is the member's policy number, [PII]?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] It's 401.
[CUSTOMER][NEUTRAL] 33294.
[AGENT][NEUTRAL] OK, so [PII], that is not an APO policy number. What company were you trying to reach?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] right
[CUSTOMER][NEUTRAL] It's American process of life and health, right.
[AGENT][NEGATIVE] OK, you've called the wrong company. Yes, sir. You, you've contacted the wrong company.
[CUSTOMER][POSITIVE] Exactly
[CUSTOMER][POSITIVE] Thank you for that.
[AGENT][NEUTRAL] OK. Well, you're welcome. So is there anything else that I could help you with today?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] No.
[AGENT][POSITIVE] OK, well, thank you so much. I hope you have a great day as well and thank you again for calling APL.
[CUSTOMER][POSITIVE] Have a great day. Bye for now.
[CUSTOMER][NEUTRAL] OK