AccountId: 011433970860
ContactId: 157aa21c-dc31-44ac-bb0a-f76f1bf7f772
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 291839 ms
Total Talk Time (AGENT): 99549 ms
Total Talk Time (CUSTOMER): 89365 ms
Interruptions: 1
Overall Sentiment: AGENT=0.7, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/12/157aa21c-dc31-44ac-bb0a-f76f1bf7f772_20250212T23:17_UTC.wav
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[AGENT][POSITIVE] Good evening. Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from the broker department, um, in the regards to our client, um, they have a gap plan and I had called last week. um, they were supposed to have the account manager reach out to me and there was a voicemail. I know I was out Monday but there wasn't a voicemail left for me or message from the receptionist saying that they had called because Monday would have been.
[CUSTOMER][NEGATIVE] You know, going on 3 days already, so I still haven't received a call. It is for safety cabinet spelled SAF-T-hyphen.
[AGENT][NEUTRAL] OK, what group is this for still?
[CUSTOMER][NEUTRAL] Keb
[AGENT][NEUTRAL] Do you have a group number?
[CUSTOMER][NEUTRAL] Yes it is um 67398.
[AGENT][NEUTRAL] Does not sound like one of our numbers. Let me.
[CUSTOMER][NEUTRAL] It has an MCP before.
[AGENT][NEUTRAL] Yeah, that's American Fidelity, that's not American public life. Um.
[AGENT][NEUTRAL] Let me double check and make sure.
[AGENT][NEUTRAL] American public.
[CUSTOMER][NEUTRAL] It's a hospital gap plan.
[AGENT][NEUTRAL] OK, just one moment, let me see if this might be on a.
[AGENT][NEUTRAL] Yeah, we don't have a group number with that um I would suggest calling American Fidelity.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] Do you know who you spoke with earlier?
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] No, but this is the number I have. Which other number and where am I calling?
[AGENT][NEUTRAL] This is American Public Life. We're a sister company of American Fidelity, um, so a lot of people will get us kind of confused.
[AGENT][NEUTRAL] Um, let me see.
[AGENT][NEUTRAL] I've, I've got one contact and if she's still on.
[AGENT][POSITIVE] I can have her check that group real quick.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] No, she's out of office.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] I would suggest calling their [PII] number in the morning and let me see if I can get that for you.
[CUSTOMER][NEUTRAL] Uh, is this the member service number?
[CUSTOMER][NEUTRAL] Or what number is this that you're giving me?
[AGENT][NEUTRAL] Um, it's the main number to American Fidelity, and they should.
[AGENT][NEUTRAL] Be able to help you um.
[AGENT][NEUTRAL] Let me see
[AGENT][NEUTRAL] Don't keep their numbers super handy because I don't call them very often.
[CUSTOMER][NEUTRAL] So the [PII] is not a good number it's.
[AGENT][NEUTRAL] What number did you call?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] It's not our [PII] number.
[AGENT][NEUTRAL] Our our 800 number is [PII].
[CUSTOMER][NEUTRAL] I dialed [PII].
[AGENT][NEUTRAL] You might, you might try and, and hang up and dial that number again. I'm the only one on. Um, I'm just working at the late shift tonight. So if I answer again, we'll know that something got crossed in all the lines, but
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, I'll try calling you again then thank you.
[AGENT][POSITIVE] OK. I am so sorry. I couldn't help you any more than that.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][POSITIVE] It's OK, thank you.
[AGENT][NEUTRAL] Yeah, just call it right back and you may get me, you may not. We'll see.
[AGENT][POSITIVE] All right, [PII]. All right, thanks for calling bye bye.
[CUSTOMER][POSITIVE] OK thank you bye bye.
[CUSTOMER][NEUTRAL] You