AccountId: 011433970860
ContactId: 2780b7f0-925e-4e74-a9c4-592066f3895d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 116739 ms
Total Talk Time (AGENT): 30461 ms
Total Talk Time (CUSTOMER): 41687 ms
Interruptions: 0
Overall Sentiment: AGENT=2.3, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/2780b7f0-925e-4e74-a9c4-592066f3895d_20250603T18:47_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII], this is [PII] calling from provider's office and I'm looking for a claim status.
[AGENT][POSITIVE] OK, well, I'll be more than happy to help you with the claim status, [PII]. May I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure. It is [PII].
[AGENT][POSITIVE] Thank you and how many clients do you have in total today?
[CUSTOMER][NEUTRAL] I have only one claim.
[AGENT][NEUTRAL] OK, and may I have the member's policy number?
[CUSTOMER][NEUTRAL] Sure. It is A as in Alpha, F as in Frank, L as in Lima, M as in Mike, F as in Frank, E as in Echo, A as in Alpha, 68391.
[CUSTOMER][NEUTRAL] 853 2.
[AGENT][NEUTRAL] OK, I'm not sure if this is the member's primary insurance, but that is not an APL policy number. Um, do you have their ID card there?
[CUSTOMER][NEUTRAL] Uh, just a second, let me check.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah. It's showing me, uh, yeah, I have a member ID card right now.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It shows it is American Financial Security Life Insurance Company.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] That's a different insurance company.
[AGENT][NEUTRAL] You're speaking with American Public Life.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, got it. Thank you.