AccountId: 011433970860
ContactId: 41892e0e-6a38-488a-ab75-f9a51507faee
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 75639 ms
Total Talk Time (AGENT): 13764 ms
Total Talk Time (CUSTOMER): 21040 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/12/41892e0e-6a38-488a-ab75-f9a51507faee_20250312T13:53_UTC.wav
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[AGENT][NEUTRAL] APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi I was calling to check on claim status.
[AGENT][NEUTRAL] I can assist you. Can I get your name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And [PII], what's the policy number?
[CUSTOMER][NEUTRAL] The policy number is 000C10048249.
[AGENT][NEUTRAL] OK, that's not our policy number. Do you have a copy of the APL ID card?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] This is American Republic corp, right?
[AGENT][NEUTRAL] No, American public life.
[AGENT][NEUTRAL] Not American Republic.
[CUSTOMER][NEUTRAL] OK, this is the number that comes up on Google all right, thank you.
[AGENT][NEUTRAL] Yeah, if you're looking