AccountId: 011433970860
ContactId: 684b6057-759c-4cc2-9805-16d87eb270c9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 91889 ms
Total Talk Time (AGENT): 36310 ms
Total Talk Time (CUSTOMER): 35220 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/28/684b6057-759c-4cc2-9805-16d87eb270c9_20250528T18:02_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Um, I was calling to try to check the status of a claim.
[AGENT][NEUTRAL] OK, I could check on a claim for you. Uh, what was your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], uh, is this for your individual policy or are you with a provider?
[CUSTOMER][NEUTRAL] Provider.
[AGENT][NEUTRAL] OK, can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and then do you have that policy number?
[CUSTOMER][NEUTRAL] Yes, 000006491052.
[AGENT][NEUTRAL] OK, so that's going to be a bit too long to be one of our policy numbers, [PII]. Um, do you maybe have their, uh, social? I could search for them that way.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Well, uh, do you guys cover American Republic insurance?
[AGENT][NEUTRAL] No, this is American Public Life.
[CUSTOMER][NEGATIVE] OK. I might have the wrong phone number. I'm having difficult time trying to find a phone number to call.
[AGENT][NEUTRAL] That's OK. There are several that sound so similar to us. We do get that quite a bit.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][POSITIVE] OK, um, then never mind. Thank you for your time.
[AGENT][POSITIVE] No worries, of course I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] You as well bye.
[AGENT][POSITIVE] Thanks. Bye-bye.