AccountId: 011433970860
ContactId: 2ff1f593-6e99-4081-9f31-f2a963665a81
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 246330 ms
Total Talk Time (AGENT): 63667 ms
Total Talk Time (CUSTOMER): 68998 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/12/2ff1f593-6e99-4081-9f31-f2a963665a81_20250212T13:38_UTC.wav
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[AGENT][NEUTRAL] Calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Good morning. I didn't catch your name, but anyways, this is [PII], and I am calling in reference of a message we got for a claim that was, um, completed, I guess. Could you look up that claim and let me know?
[CUSTOMER][NEUTRAL] Let me see which claim number that is refer which claim that is referring to because we have several pending I guess.
[CUSTOMER][NEUTRAL] That should be in reference for [PII].
[AGENT][NEUTRAL] And may I have a policy number?
[CUSTOMER][NEUTRAL] Uh, I have the claim number.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, 356-2261.
[CUSTOMER][NEGATIVE] And then I try to log in, nothing ever works.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] OK. May I have a good callback number for you?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you, one moment.
[AGENT][NEUTRAL] Can you verify your date of birth, your mailing address, and your email, please?
[CUSTOMER][NEUTRAL] OK. My date of birth is [PII]. My husband's is [PII]. The email address is [PII].
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] What did you need the zip code [PII]?
[AGENT][NEUTRAL] Thank you for verifying that information. One moment.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Let me get this information pulled up. OK. You're in the incorrect department. I'm gonna get you over to the correct department. This is the MetLink plan.
[CUSTOMER][POSITIVE] Oh, I'm so sorry. Yeah.
[AGENT][NEUTRAL] Yes, ma'am, no worries. And this looks like it's for an accident policy.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, one moment. I'll get you over to the accident. One moment.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Transferring.
[AGENT][NEUTRAL] [PII], thanks for holding. No one is available to answer this call right now. So what I'll do is I'll put you back over into that accident queue and you can leave a good callback number and information so that they can return your call, OK?
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][POSITIVE] OK, sounds good.
[AGENT][POSITIVE] OK. I'm gonna get you over there and then just leave your information and they'll give you a call back for me.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome and have a great day and thanks for calling American Public Life. One moment.
[CUSTOMER][POSITIVE] You also, thanks a lot bye.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Referring.