AccountId: 011433970860
ContactId: 39f433b7-f957-49db-a1b5-02b29cc50946
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 141300 ms
Total Talk Time (AGENT): 50708 ms
Total Talk Time (CUSTOMER): 56147 ms
Interruptions: 2
Overall Sentiment: AGENT=1.4, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/15/39f433b7-f957-49db-a1b5-02b29cc50946_20250415T19:47_UTC.wav
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[AGENT][POSITIVE] Good, thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, uh, this is [PII] here calling from office regarding claims.
[AGENT][NEUTRAL] OK, [PII], you're needing to check claim status. Is that correct?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] Yes, I can help you with that and what is your callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And how many claims, [PII], do you have to take status on?
[CUSTOMER][NEUTRAL] Only one?
[AGENT][NEUTRAL] OK. I can help you with that. And what is the patient's policy number?
[CUSTOMER][NEUTRAL] It's uh
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. Now, that is not, that is not an APO policy number, [PII].
[AGENT][NEUTRAL] What company were you trying to reach?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] But uh we have this number only in my insurance policy card number in back.
[AGENT][NEUTRAL] OK, what is the name of the company that you're trying to reach?
[CUSTOMER][NEUTRAL] It's uh
[CUSTOMER][NEUTRAL] One sec.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It's uh
[CUSTOMER][NEUTRAL] We'll add up your American life insurance.
[AGENT][NEUTRAL] I'm sorry, say that again.
[CUSTOMER][NEUTRAL] Uh, it's too difficult to pronounce. I will pronounce the first name, the spelling. It's [PII]
[AGENT][NEUTRAL] [PII], OK, so.
[CUSTOMER][NEUTRAL] And American Life Insurance.
[AGENT][NEUTRAL] OK, so yes sir you just called the wrong company. I'm with American Public Life, not [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Oh, do you have the contact number?
[AGENT][NEUTRAL] I don't. No, sir.
[CUSTOMER][POSITIVE] Oh my [PII]. Oh my friend, so thank you for your information, I see, and so, and sorry for the wrong minutes. Yes, and have a nice day. Bye bye.
[AGENT][NEUTRAL] Mm. You're welcome, [PII].
[AGENT][NEUTRAL] That's OK. Is there anything else I could help you with?
[CUSTOMER][NEUTRAL] Uh, nobody, honestly.
[AGENT][POSITIVE] OK. All right. Well, thank you for calling APL and I hope you have a nice day.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Yeah you too bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye