AccountId: 011433970860
ContactId: 28fd64d1-2e07-4b91-bd58-d0afbbeccd4c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 304899 ms
Total Talk Time (AGENT): 80320 ms
Total Talk Time (CUSTOMER): 68863 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/29/28fd64d1-2e07-4b91-bd58-d0afbbeccd4c_20250129T16:16_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII]. I'm on a recorded line. I am trying to follow up on a claim.
[AGENT][NEUTRAL] I can verify claim status. May I have a policy number?
[CUSTOMER][NEUTRAL] D as in David 479-028-47.
[AGENT][NEUTRAL] I do apologize, that is not our policy number. Do you have the Social Security number?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] May I have the first and last name, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And date of birth.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you and may I have a good call back number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you, one moment.
[AGENT][NEUTRAL] OK, didn't pull up with the social. Do you have a group number?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Let's see, [PII].
[AGENT][NEUTRAL] Let me check that one moment.
[AGENT][NEUTRAL] And that is not pulling up. Can you spell the first name?
[CUSTOMER][NEUTRAL] Uh [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And it's [PII], correct?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, I found one in our system, but the dates of birth are different. One moment.
[AGENT][NEUTRAL] Let's try her mailing address and see if that matches.
[CUSTOMER][NEUTRAL] Let me see if I can find her card.
[CUSTOMER][NEUTRAL] Make sure everything here.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Uh, it is our mailing address is [PII].
[AGENT][NEUTRAL] And this is a different city and state.
[AGENT][NEUTRAL] And it looks like maybe her policy has not been added to our system. It looks like with that number starting with a D, it is a hospital indemnity plan, but I'm not locating her in our system.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, it may be a hospital and any any plan. Um, is there anybody I can talk to on that or?
[AGENT][NEUTRAL] Yes, let me get you the numbers.
[AGENT][NEUTRAL] Let's see, it is.
[AGENT][NEUTRAL] 1800.
[AGENT][NEUTRAL] 497.
[AGENT][NEUTRAL] 4856.
[AGENT][NEUTRAL] And its benefits in the car, they are the administrator to the policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK. All right, thank you so much.
[AGENT][POSITIVE] [PII], you're so welcome. And thank you for calling American Public Life. Have a great day. Bye-bye.
[CUSTOMER][NEUTRAL] You too. Bye-bye.