AccountId: 011433970860
ContactId: 42699d45-f358-47f8-9c25-a373fe42cc2f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 187520 ms
Total Talk Time (AGENT): 48531 ms
Total Talk Time (CUSTOMER): 70309 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/21/42699d45-f358-47f8-9c25-a373fe42cc2f_20250521T12:57_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, my name is [PII] and my last name initial is [PII].
[AGENT][NEUTRAL] Can you please repeat your first name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Later
[AGENT][POSITIVE] Thank you. And how may I help you today?
[CUSTOMER][NEUTRAL] For claim status.
[AGENT][NEUTRAL] I can verify claim status. May I have a policy number?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] That is uh
[CUSTOMER][NEUTRAL] 070036014.
[AGENT][NEGATIVE] That is not a valid policy number.
[CUSTOMER][NEUTRAL] So, can you uh find this number?
[AGENT][NEUTRAL] I can do a
[CUSTOMER][NEUTRAL] Yeah, tell me.
[AGENT][NEUTRAL] I can do a name search or social security number search.
[CUSTOMER][NEUTRAL] I have a name. I don't have the Social Security number.
[AGENT][NEUTRAL] OK. Can you spell the first and last name?
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Yeah, sure.
[CUSTOMER][NEUTRAL] The first name is [PII], [PII].
[AGENT][NEUTRAL] And last name?
[CUSTOMER][NEUTRAL] [PII]. That is [PII].
[AGENT][NEUTRAL] Date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And may I have a good callback number for you?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you. One moment.
[AGENT][NEUTRAL] That is not coming up. Do you have a group number?
[CUSTOMER][NEUTRAL] Um, just a second, I'm checking.
[CUSTOMER][NEUTRAL] No, I don't have the group number.
[AGENT][NEUTRAL] OK. I do apologize. I'm unable to locate this person in our system.
[CUSTOMER][NEUTRAL] But um as for checking on my system, patient has American Progressive Life and Health.
[CUSTOMER][NEUTRAL] Insurance coverage.
[AGENT][NEUTRAL] This is
[AGENT][NEUTRAL] This is American Public Life.
[CUSTOMER][NEUTRAL] So what is, uh, can you connect me over that department that is American Progressive Life and Health?
[AGENT][NEGATIVE] We do not have a progressive life and health.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII], is there anything else I can assist you with?
[CUSTOMER][NEUTRAL] No.
[AGENT][POSITIVE] Well, thank you for calling American Public Life, [PII]. Have a great.