AccountId: 011433970860
ContactId: 7bb367f0-95a4-4f0c-b153-7adf5bb6638a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 101870 ms
Total Talk Time (AGENT): 50663 ms
Total Talk Time (CUSTOMER): 31083 ms
Interruptions: 0
Overall Sentiment: AGENT=2.3, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/21/7bb367f0-95a4-4f0c-b153-7adf5bb6638a_20250421T12:52_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII] and I'm calling to check claim status, please.
[AGENT][POSITIVE] OK, well, I'll be more than happy to help you with the claim status, [PII]. May I have a good contact number in case we're disconnected and the policy number?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] 000C10056130
[AGENT][NEUTRAL] OK, and that's their APL policy number or their primary policy number?
[CUSTOMER][NEUTRAL] I got that as American Republic.
[AGENT][NEUTRAL] Oh, OK. American Republic is different than American public life. Were you trying to reach American Republic?
[CUSTOMER][NEUTRAL] Oh, I guess, yes.
[AGENT][NEUTRAL] Oh, OK. Um, we're not affiliated with them. I don't have, I mean, I can Google the number for you. I don't, um, I, I don't know about them too much, but I can try to help.
[CUSTOMER][POSITIVE] OK, that'd be great.
[AGENT][NEUTRAL] OK, hold on one moment. You said American Republic?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, I found a contact us customer service number, um [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] 21, 21.
[CUSTOMER][POSITIVE] OK, I'll, I'll try that. Thank you so much for your help. I appreciate it.
[AGENT][POSITIVE] You're very welcome. Well, thanks for calling [PII]. I hope you have a great day.
[CUSTOMER][NEUTRAL] You too. Bye.
[AGENT][POSITIVE] Thank you. Bye-bye.