AccountId: 011433970860
ContactId: 6467b171-9730-474a-a945-ffb454ab611a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 162279 ms
Total Talk Time (AGENT): 83849 ms
Total Talk Time (CUSTOMER): 50750 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/10/6467b171-9730-474a-a945-ffb454ab611a_20250110T15:09_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], good morning. This is [PII] calling from Furs office to check on the claim status. My last name first initial is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, [PII], and you're needing claim status, is that correct?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yes ma'am.
[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 check status on?
[CUSTOMER][NEUTRAL] I have only one claim.
[AGENT][NEUTRAL] OK, and what is that member's policy number, please?
[CUSTOMER][NEUTRAL] It's D like Delta 43732072.
[AGENT][NEUTRAL] OK, thank you, but [PII], that is for 90 degree benefits. That is not for American public life.
[AGENT][NEUTRAL] Does the member also have a policy with our company as well?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Or were you trying to reach 90 degree benefits?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK, can I get a reference number to the call? Can you spell out the name?
[AGENT][NEUTRAL] My name is [PII] first [PII] but I can try and help, [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] First initial to last name [PII]
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] As in [PII],
[AGENT][NEUTRAL] And do you know where I can try and transfer you to 90-degree benefits if that is who you were trying to reach, [PII].
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK, what number did you call in on today?
[AGENT][NEUTRAL] What number did you dial to reach me?
[CUSTOMER][NEUTRAL] This
[CUSTOMER][NEUTRAL] Uh, this number I'll check the end not card copy, ma'am.
[AGENT][NEUTRAL] What is
[AGENT][NEUTRAL] What is the number you dialed?
[CUSTOMER][NEUTRAL] This number only I dial.
[AGENT][NEUTRAL] What is the number? I'm asking you what you, what number you called.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, so that is for American Public Life. Does this member, does this person have a policy with our company?
[CUSTOMER][NEUTRAL] But I will submit the claim on December.
[CUSTOMER][NEUTRAL] 420 24.
[AGENT][NEUTRAL] Do you have another number besides that number that begins with the letter [PII]?