AccountId: 011433970860
ContactId: 354f328d-a513-43fa-be1a-09a5fb631516
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 200800 ms
Total Talk Time (AGENT): 60608 ms
Total Talk Time (CUSTOMER): 65263 ms
Interruptions: 1
Overall Sentiment: AGENT=0.3, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/30/354f328d-a513-43fa-be1a-09a5fb631516_20250130T18:47_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] I'm trying. My name is [PII] calling from Pros office to check on uh claim status.
[AGENT][NEUTRAL] I'm sorry, what did you say your name was?
[CUSTOMER][NEUTRAL] My name is [PII], so that's [PII]
[AGENT][NEUTRAL] OK, thank you. And you have one claim right to check status on, is that correct?
[CUSTOMER][NEUTRAL] Yes, just 11 thing.
[AGENT][NEUTRAL] Yes, sir, I can help you with that. And what is your callback number, [PII]?
[CUSTOMER][NEUTRAL] [PII] and the line extension.
[AGENT][NEUTRAL] Did you say [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Thank you. And the member's policy number?
[CUSTOMER][NEUTRAL] Sure. Policy is 5658182772.
[AGENT][NEUTRAL] OK, now [PII], that is not an American public life policy number?
[CUSTOMER][NEUTRAL] OK, it just shows the
[AGENT][NEUTRAL] What company are you trying to reach?
[CUSTOMER][NEUTRAL] Yeah, it just shows carrier with PPA plan type is American public life plan.
[AGENT][NEUTRAL] OK, so there is no one, I can't access any information with that number. Do you have another number or copy of the ID card?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Could we try with the main fruit?
[AGENT][NEUTRAL] What is the last name?
[CUSTOMER][NEUTRAL] Last name spelled as [PII].
[AGENT][NEUTRAL] First name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] One moment please.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so there is no one in our system by that name.
[AGENT][NEUTRAL] [PII], there's no one in our system.
[CUSTOMER][NEUTRAL] OK, thanks for the information. Do we have a call to the number for the call just for the confirmation?
[AGENT][NEUTRAL] Uh, you would use my name that I gave you along with today's date.
[CUSTOMER][POSITIVE] OK, for now I'm sorry for you. Thank you so much for assisting so far.
[AGENT][POSITIVE] OK, [PII], well, you're very welcome. So if that's all I can help you with, thank you again for calling APO and I hope you have a nice afternoon.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.