AccountId: 011433970860
ContactId: 80401386-49ac-470e-b947-f7786b3d64a1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 160000 ms
Total Talk Time (AGENT): 39120 ms
Total Talk Time (CUSTOMER): 71816 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/04/80401386-49ac-470e-b947-f7786b3d64a1_20250304T15:00_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Uh hi [PII], my name is [PII] and I'm not sure if I pressed the right option, but I'm calling to check claim status for an American public life policy.
[AGENT][NEUTRAL] OK, do you have a phone number I can get in case we get disconnected I can call you back?
[CUSTOMER][NEUTRAL] Yes ma'am, [PII].
[AGENT][NEUTRAL] And do you have their policy number?
[CUSTOMER][NEUTRAL] Yes ma'am, 01832184.
[AGENT][NEUTRAL] Thank you [PII], hold on one moment please.
[CUSTOMER][NEUTRAL] Mhm sure.
[AGENT][NEUTRAL] And what's that patient's name?
[CUSTOMER][NEUTRAL] Is [PII], I think it's pronounced [PII]
[CUSTOMER][NEUTRAL] Or maybe [PII] I'm not sure.
[AGENT][NEUTRAL] OK, that's not the name we have for her.
[CUSTOMER][NEUTRAL] Oh, [PII], OK, um.
[AGENT][NEUTRAL] She has a different last name.
[CUSTOMER][NEUTRAL] Oh, maybe she got married. OK, her date of birth is [PII].
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, let's see if I have another name on file for her.
[CUSTOMER][NEUTRAL] Nope, but if she changed her name, she did not tell us about it.
[AGENT][POSITIVE] Thank you, [PII], and.
[CUSTOMER][NEUTRAL] I wonder if that would be a pro uh huh.
[AGENT][NEUTRAL] Were you calling about uh claim status?
[CUSTOMER][NEUTRAL] Yes ma'am, for, uh, she came to our office on [PII].
[AGENT][NEUTRAL] OK, I'll look that up for you. Hold on one moment.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] I'm not sure we ever received that claim.
[CUSTOMER][NEUTRAL] OK then I'm gonna give her a call because I wonder if the name difference too is is throwing something off OK.
[AGENT][NEUTRAL] It shouldn't be as long as it's got that policy number on it, it shouldn't.
[CUSTOMER][NEUTRAL] OK, but you don't see any claim?
[AGENT][NEUTRAL] No, ma'am.
[CUSTOMER][POSITIVE] All right, that's what I needed to know thank you so much, [PII] you have a good day.
[AGENT][POSITIVE] Thank you, [PII], for calling APL. You as well.
[CUSTOMER][POSITIVE] Thank you bye bye.
[AGENT][POSITIVE] Thank you. Bye bye