AccountId: 011433970860
ContactId: 3a49ebfd-288f-4d54-a243-b8fc2ebd506f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 235039 ms
Total Talk Time (AGENT): 71333 ms
Total Talk Time (CUSTOMER): 92463 ms
Interruptions: 1
Overall Sentiment: AGENT=0.3, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/12/3a49ebfd-288f-4d54-a243-b8fc2ebd506f_20250612T13:57_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from Pro Office to claim status.
[AGENT][NEUTRAL] I can verify claim status. May I have a policy number?
[CUSTOMER][NEUTRAL] Uh, one second, and the policy number is, one moment, please.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] One minute uh sorry sir.
[CUSTOMER][NEUTRAL] Yeah, policy number is T for Tango C for Charlie 3199899.
[AGENT][NEUTRAL] That is not our policy number.
[AGENT][NEUTRAL] Do you have the social security number?
[CUSTOMER][NEUTRAL] No, like, uh, I do have a member's name. Could you please uh verify that? It's [PII]. Yeah, [PII] [PII] [PII], and last name is uh [PII], [PII] [PII] [PII] [PII] [PII].
[AGENT][NEUTRAL] Can you spell the first?
[AGENT][NEUTRAL] Date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] May I have a good callback number for you?
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[AGENT][POSITIVE] Thank you one moment.
[AGENT][NEUTRAL] And this is not coming up in our system. Do you have the group number?
[CUSTOMER][NEUTRAL] Yeah, it's G for 000022377.
[AGENT][NEUTRAL] That is not our group number.
[AGENT][NEUTRAL] Is the claim for American public life?
[CUSTOMER][NEUTRAL] Yes, sir, it is for American Public Life, uh, with PO Box.
[CUSTOMER][NEUTRAL] Um, [PII] 39205-0925.
[AGENT][NEUTRAL] OK, that is an old address.
[AGENT][NEUTRAL] Do you have a claim number or anything from APL? Because I'm not locating this person in our system.
[CUSTOMER][NEUTRAL] No
[CUSTOMER][NEUTRAL] No, I don't have a claim number.
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] Because I've done a name search.
[AGENT][NEGATIVE] The policy numbers does not match. The name is not coming up in our system.
[AGENT][NEUTRAL] I don't have a social security number searched, so I can't perform that one.
[CUSTOMER][NEUTRAL] Yeah, can I get a call reference number for this patient?
[AGENT][NEUTRAL] It will be my name, which is [PII] along with today's date.
[CUSTOMER][NEUTRAL] Sorry, could you spell it?
[CUSTOMER][NEUTRAL] One second, like, could you spell out your name? Mhm.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII] along with today's date.
[CUSTOMER][POSITIVE] Yes, thank you, thank you very much for assistance.
[AGENT][POSITIVE] [PII], you're so welcome. And thank you for calling American Public Life. Have a great day. Bye-bye.
[CUSTOMER][POSITIVE] Yeah you too have a good day bye bye.