AccountId: 011433970860
ContactId: 2be78962-45aa-45a1-8142-ccd259eea252
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 143820 ms
Total Talk Time (AGENT): 36436 ms
Total Talk Time (CUSTOMER): 67944 ms
Interruptions: 2
Overall Sentiment: AGENT=1.8, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/06/2be78962-45aa-45a1-8142-ccd259eea252_20250506T15:44_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APR. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Hello, hi, my name is [PII]. I'm calling from provider office to check for the claim status.
[AGENT][POSITIVE] I'm sure well I can assist you with client status. I'm sure I'll need a good callback number just in case we're disconnected.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] Give me a moment.
[CUSTOMER][NEUTRAL] As the callback number is [PII].
[AGENT][NEUTRAL] Thank you. Um, now I need the policy number, please.
[CUSTOMER][POSITIVE] Thank you ma'am.
[CUSTOMER][NEUTRAL] Give me a moment.
[CUSTOMER][NEUTRAL] Yes, the member ID is A as in Alpha, H as in Hotel, L as in Lima, number 3150436.
[AGENT][NEUTRAL] OK, that's not one of our policy numbers. Do you have the member's social security number?
[CUSTOMER][NEUTRAL] Give me a moment, let me check.
[CUSTOMER][NEUTRAL] Am I speaking with American Life Insurance, right?
[AGENT][NEUTRAL] No, you're speaking with American Public Life Insurance.
[CUSTOMER][NEUTRAL] No you're speaking with American public.
[AGENT][NEUTRAL] Is that who you're supposed to be calling?
[CUSTOMER][NEUTRAL] I'm in the claim form right now.
[CUSTOMER][NEUTRAL] There's a claim number, there's a member ID, ma'am. H as in A as in Alpha, H as in Hotel, L as in Lima, 3150436.
[AGENT][NEUTRAL] No, that's not one of our policy numbers. Our policy numbers doesn't begin with letters.
[CUSTOMER][NEUTRAL] That.
[CUSTOMER][NEUTRAL] Policy numbers again.
[CUSTOMER][NEUTRAL] Am I speaking with American Heritage Life?
[AGENT][NEUTRAL] No, you're speaking with American Public Life.
[CUSTOMER][NEUTRAL] Can you please provide me American Heritage Life number?
[AGENT][NEUTRAL] No, sir. That's a totally different insurance company.
[CUSTOMER][NEUTRAL] No sir that's a totally.
[CUSTOMER][NEUTRAL] OK, OK, fine, uh, I think I, I dialed the wrong, wrong number. Fine, thank you, bye.
[AGENT][POSITIVE] Mhm, thank you