AccountId: 011433970860
ContactId: 0bfec815-e7e3-4cd9-93f6-5e124d1a64e1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 181830 ms
Total Talk Time (AGENT): 73393 ms
Total Talk Time (CUSTOMER): 101297 ms
Interruptions: 4
Overall Sentiment: AGENT=1.7, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/04/0bfec815-e7e3-4cd9-93f6-5e124d1a64e1_20250304T13:17_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello, my name is [PII] and I'm calling from provider's office, [PII]. I'm looking for a claim status and uh uh [PII], your name is [PII], am I right?
[AGENT][NEUTRAL] The last letter is an [PII]
[CUSTOMER][POSITIVE] Appreciate that. May I know your last name first, by the way?
[AGENT][NEUTRAL] [PII] and [PII]?
[CUSTOMER][NEUTRAL] Uh, my name is [PII]. Last name first initial [PII].
[AGENT][NEUTRAL] OK, thank you. And you have one claim to check status on [PII], is that correct?
[CUSTOMER][POSITIVE] Exactly.
[AGENT][POSITIVE] Yes, I can help you with that and what is your callback number?
[CUSTOMER][NEUTRAL] [PII] with the extension of [PII].
[AGENT][NEUTRAL] Thank you and the member's policy number please, [PII]?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, it would be Alpha.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mike Hotel 6236192.
[AGENT][NEUTRAL] OK. Now, [PII], that is not an APO policy number. What company were you trying to reach?
[CUSTOMER][NEUTRAL] American Public Life Insurance Company, I want to contact on that.
[AGENT][NEUTRAL] Yes, sir, but what is the ID card say? Because that is not an American public life policy number.
[CUSTOMER][MIXED] OK. But the number starts with an AMH.
[AGENT][NEUTRAL] And that is not our, yes, sir, and that's not our policy. [PII], that is not our company's policy number.
[CUSTOMER][NEUTRAL] 6236192.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So, uh,
[AGENT][NEUTRAL] For American Public Life, that's an invalid number.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So, like, uh, for what, um,
[CUSTOMER][NEUTRAL] Number starts with the your member ID and what type of a member ID?
[AGENT][NEUTRAL] 0
[AGENT][NEUTRAL] Probably a 0. It could be just a single digit, but there's not gonna be any letters. Mhm.
[CUSTOMER][NEUTRAL] 0
[CUSTOMER][NEUTRAL] Mhm. OK. Um, so you know I checked, um,
[CUSTOMER][NEUTRAL] Oh, unfortunately, I don't have the member card copy also in my system. So,
[CUSTOMER][NEUTRAL] I think uh I have to, you know, do just more research on that and I will contact to you.
[AGENT][NEUTRAL] OK, [PII]. Yes, well, that will be fine. Is there anything else that I can help you with at the moment?
[CUSTOMER][NEUTRAL] OK. Um.
[CUSTOMER][NEUTRAL] Uh, I could request you just help me with the call reference number, uh, then, uh, we will wrap it up, mhm.
[AGENT][NEUTRAL] You would use my name.
[AGENT][NEUTRAL] Uh-huh, my name in today's date.
[CUSTOMER][NEUTRAL] OK. [PII].
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][POSITIVE] Yes, and today's date is [PII]. Thank you so much for your great help and assistance and hope you have a wonderful day.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][POSITIVE] Well, you're very welcome. And yes, how can I help you with anything else at the moment?
[CUSTOMER][POSITIVE] No, thank you so much.
[AGENT][POSITIVE] OK, [PII]. Well, thank you again for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.