AccountId: 011433970860
ContactId: 377e7836-d9e3-4917-a3ee-3245ed491909
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 165119 ms
Total Talk Time (AGENT): 56294 ms
Total Talk Time (CUSTOMER): 64446 ms
Interruptions: 0
Overall Sentiment: AGENT=-0.3, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/27/377e7836-d9e3-4917-a3ee-3245ed491909_20250127T20:15_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi my name is [PII] looking for claim status.
[AGENT][NEUTRAL] Sure, [PII], I can assist you with claim status. Um first, I'll need a good callback number just in case we're disconnected.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, thank you. Now, I need the policy number, please.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Policy number?
[CUSTOMER][NEUTRAL] It's 00564971603.
[AGENT][NEUTRAL] OK, that's not one of our policy numbers. Do you have the Social Security number for the member?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. What's the social, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, you said it was [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. No one's coming up under that social. I could try to look them up by name and date of birth. What's the last name?
[CUSTOMER][NEUTRAL] Uh, flying, uh [PII].
[AGENT][NEUTRAL] And the first name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, she's not coming up under that name either.
[CUSTOMER][NEUTRAL] OK. Uh, [PII], it is ending with the [PII].
[AGENT][NEUTRAL] Right, [PII]. Yes, sir. She's not coming up under that name.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] This is not a the PPA policy?
[AGENT][NEGATIVE] No, it doesn't sound like it is. The information you've given me, I haven't pulled up um anyone in our system with the information you've given me.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] By the way, I connected to the right insurance, right? We TPA Insurance?
[AGENT][NEUTRAL] No, this is American Public Life Insurance.
[CUSTOMER][NEUTRAL] American public life insurance. OK.
[AGENT][NEUTRAL] Yes sir
[CUSTOMER][POSITIVE] OK, no issues. Thank you. Thanks for assistance.
[AGENT][NEUTRAL] OK. Is there any