AccountId: 011433970860
ContactId: 0b538fbb-c7eb-4876-8d4e-fdcf3d38086e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 250729 ms
Total Talk Time (AGENT): 102737 ms
Total Talk Time (CUSTOMER): 150502 ms
Interruptions: 3
Overall Sentiment: AGENT=1.8, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/20/0b538fbb-c7eb-4876-8d4e-fdcf3d38086e_20250520T17:54_UTC.wav
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[AGENT][NEUTRAL] Afternoon, thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, my name is [PII], and I would like to know [PII].
[AGENT][NEUTRAL] I'm sorry.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And I would like to know the claim number for my accident insurance policy, please.
[AGENT][NEUTRAL] OK, Ms. [PII], you're wanting to get your policy number?
[CUSTOMER][NEUTRAL] Yes, because I'm filing some medical papers and I just, I just got out of the hospital and I need, I need the number so I could uh send you the papers that the hospital sent me.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, yes, ma'am. I can help you with that. And what is your callback number, please?
[CUSTOMER][NEUTRAL] Either way,
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII], is that correct?
[CUSTOMER][NEUTRAL] And I spoke, yes.
[AGENT][POSITIVE] OK, thank you. And
[CUSTOMER][NEUTRAL] I talked to, I spoke to [PII] last time.
[AGENT][NEUTRAL] Mm, I'm sorry, we don't have an [PII] here at APL, but I, I can help you.
[AGENT][NEUTRAL] So, Ms. [PII], first off, what is a, um, so you don't have your policy number? Is that correct? You're needing that.
[CUSTOMER][POSITIVE] Yes, that's what I wanted. I want my accident, uh, call up, uh, policy number.
[AGENT][NEUTRAL] OK. And is this insurance in your, in your name? Are you the primary policy holder?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Myself and my husband, we have, he has his and I have mine.
[AGENT][NEUTRAL] OK. So give me the spelling of your last name, please.
[CUSTOMER][NEUTRAL] OK, it's [PII]
[AGENT][NEUTRAL] OK, thank you. And your first name?
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Mhm, mhm.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you so uh give me a moment please to try and locate your information. You're welcome.
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] All right.
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[CUSTOMER][POSITIVE] Yeah this is our new steakhouse too.
[CUSTOMER][NEUTRAL] jam.
[CUSTOMER][NEUTRAL] Hometown all news Sunday on HGTV.
[CUSTOMER][NEUTRAL] Well we're gonna start with you, uh, which showcase.
[AGENT][NEUTRAL] OK, it is still searching, Ms. [PII]. So just one moment.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][POSITIVE] We've been with you guys for over 40 years.
[AGENT][NEUTRAL] OK, and you, the policy is with American Public Life Insurance?
[CUSTOMER][NEUTRAL] Public life insurance American life insurance.
[AGENT][NEUTRAL] OK, now you're speaking with, the company you're speaking with Ms. [PII] is American Public Life Insurance.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I'm not pulling your.
[CUSTOMER][NEUTRAL] Oh, you guys have the same name?
[AGENT][NEGATIVE] No ma'am I'm not, well, I can't locate your information with your name. I even removed the space, so I'm not sure that possibly you don't have the correct company.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Ah
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Well, I don't know. I, uh, I remember [PII]'s Lara. That's all I remember.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] That's OK. I'll look up my own policy and see what what I get from there. That's OK. You have a great day.
[AGENT][POSITIVE] I'm so sorry.
[AGENT][POSITIVE] I'm so sorry. Yes, yes, ma'am. Well, you too. Is there anything else that I can help you with today?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] No, I, that's OK. I thank you.
[AGENT][POSITIVE] OK, well, you're welcome and thank you again for calling APL. I hope you have a nice afternoon and are feeling better.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] I hope you do too bye bye.
[AGENT][POSITIVE] Thank you, Mr. [PII]. Bye-bye.