AccountId: 011433970860
ContactId: 79332f7c-288c-4b66-a8cb-fd288449129a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 157330 ms
Total Talk Time (AGENT): 53001 ms
Total Talk Time (CUSTOMER): 56208 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/07/79332f7c-288c-4b66-a8cb-fd288449129a_20250107T15:15_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I assist you today?
[CUSTOMER][NEUTRAL] Hi, um, by the way, just a quick question. Is this American Life Insurance?
[AGENT][NEUTRAL] This is American Public Life.
[CUSTOMER][NEUTRAL] OK. I just want to check if you have this number. Um, may I know what, I am a provider. May I know what information you need?
[AGENT][NEUTRAL] So are you calling to check eligibility?
[CUSTOMER][NEUTRAL] Yes, eligibility and benefits.
[AGENT][POSITIVE] I can assist you today with eligibility and benefits. May I have your name?
[CUSTOMER][NEUTRAL] Uh my name is [PII] for last name's initial.
[AGENT][NEUTRAL] You said [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Can I have a callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Policy number for the member, please.
[CUSTOMER][NEUTRAL] 607154-7438.
[AGENT][NEUTRAL] That's too many numbers for a policy number for American Public Life. Um, do you have the member's social so I can look them up in the system?
[CUSTOMER][NEUTRAL] Uh, only the last 4 [PII].
[AGENT][NEUTRAL] I need the full social. What's the last name, please? Can you spell the last name?
[CUSTOMER][NEUTRAL] It's [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] No [PII]
[CUSTOMER][NEUTRAL] No [PII]
[AGENT][NEUTRAL] And can you spell the first name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] I don't have a member by that name. Um, that policy number that you gave me is too many numbers for a policy number with American Public Life. If you do not have the member's full social, I'm not able to look them up another way. Is there anything else, [PII] I can help you with today?
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] Oh yeah. Uh no, uh, I don't think so because, yeah, I'm just checking if this phone number is for American Life Insurance. Because, yeah, I'm looking for that, their contact number. Anyway, thank you.
[AGENT][POSITIVE] Thank you for calling APL. You have a great day. Bye-bye.