AccountId: 011433970860
ContactId: 106eb739-a15e-4275-a465-057a502fa768
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 67199 ms
Total Talk Time (AGENT): 30119 ms
Total Talk Time (CUSTOMER): 27491 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/23/106eb739-a15e-4275-a465-057a502fa768_20250623T13:57_UTC.wav
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[AGENT][NEUTRAL] Morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII]. I'm calling from provider's office and I'm checking on a claim.
[AGENT][NEUTRAL] OK, [PII], you have one claim that you're needing to check status on, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Yes, I can help you with that. And what is your callback number?
[CUSTOMER][NEUTRAL] It's [PII], which is my direct line.
[AGENT][NEUTRAL] Thank you. And the member's policy number, please, [PII]?
[CUSTOMER][NEUTRAL] Sure, one moment.
[CUSTOMER][NEUTRAL] The member's policy number is 88478421.
[AGENT][NEUTRAL] OK, now, [PII], what company were you trying to reach? That is not one of our policy numbers.
[CUSTOMER][POSITIVE] Um, this is an applause APLOS. It's like a claim. It's like an insurance, the claim, medical claim which has submitted.
[AGENT][NEUTRAL] OK, yes sir, well you have.
[AGENT][NEUTRAL] Yes, you have called the wrong, this is American Public Life Insurance, and that is not a policy number for our company.
[CUSTOMER][NEUTRAL] Yes. Yes.