AccountId: 011433970860
ContactId: 5e9f9e7a-57d1-4d8d-9fb3-325c8ce394c5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 147070 ms
Total Talk Time (AGENT): 54755 ms
Total Talk Time (CUSTOMER): 64950 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/18/5e9f9e7a-57d1-4d8d-9fb3-325c8ce394c5_20250318T21:03_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from provider's office. It is the American Republic contact, right?
[AGENT][NEUTRAL] This is American Public Life.
[CUSTOMER][NEUTRAL] Yes. Uh, actually, I have an error in registering the portal. That's why I called you. So, can you help me with that department?
[AGENT][NEUTRAL] Um, let me see what I can help you. And how do you spell your name?
[CUSTOMER][NEUTRAL] It is [PII]
[AGENT][NEUTRAL] [PII], OK. And may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] It is [PII]. It's a direct line?
[AGENT][NEUTRAL] OK, and you're calling from where?
[CUSTOMER][NEUTRAL] Uh, I'm calling from.
[CUSTOMER][NEUTRAL] Provider service which is
[CUSTOMER][NEUTRAL] Um, home medical system and we are from [PII].
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. And you said that you're trying to get um register on the portal or you're trying to get um our medical registered? OK, go ahead.
[CUSTOMER][NEUTRAL] Actually, I'm
[CUSTOMER][NEUTRAL] I'm a new user for the portal that you have APL. So I need to register it. Uh, so that's why I called you.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Do you have a policy number?
[CUSTOMER][NEUTRAL] Mhm, yes.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] The policy number is 000C. 10046886.
[AGENT][NEUTRAL] OK, Ms. [PII], this is not our policy number. Um, what is the name on that card? Is it American Public Life or American Republic?
[CUSTOMER][NEUTRAL] It is very, uh, simply American Republic.
[AGENT][NEUTRAL] We're not American Republic. We are American public life.
[CUSTOMER][POSITIVE] OK. Thank you.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] You're welcome. Is there anything else I can help you with today?
[CUSTOMER][POSITIVE] Yeah, thanks.
[AGENT][POSITIVE] You're welcome and thank you for calling APL bye bye.