AccountId: 011433970860
ContactId: 92af5c0b-ed4d-442f-8e24-8aa2f7669ecd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 456220 ms
Total Talk Time (AGENT): 99189 ms
Total Talk Time (CUSTOMER): 77487 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=-1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/29/92af5c0b-ed4d-442f-8e24-8aa2f7669ecd_20250429T15:00_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling UTL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], um, good morning. I'm calling because I see a transaction on our bank from American Public Life, and I was wondering if there's an, uh, um, an invoice or anything that you guys have to send me for it.
[AGENT][POSITIVE] Good morning.
[AGENT][NEUTRAL] Uh, well, let's see, what's your name?
[CUSTOMER][NEUTRAL] My name is [PII] and I'm calling from Direct Airline Services.
[AGENT][NEUTRAL] And what's the group number?
[CUSTOMER][NEUTRAL] The group number is 18,100.
[AGENT][NEUTRAL] All right, let me just pull that up real quick.
[CUSTOMER][NEUTRAL] I can give you the amount if you like.
[AGENT][POSITIVE] Yes ma'am, let me just get it pulled up real quick.
[AGENT][NEUTRAL] All right. And could you just verify your uh mailing address and phone number for me, please?
[CUSTOMER][NEUTRAL] Yes, the mailing address is [PII], and the phone number is [PII].
[AGENT][NEUTRAL] Alright, I see that here. OK, so you're wondering about this charge. let's see here.
[AGENT][NEUTRAL] 18,100.
[AGENT][NEUTRAL] And what was the amount of the charge and the date?
[CUSTOMER][NEUTRAL] The date is today's date and the amount is 52308.
[CUSTOMER][NEUTRAL] I'm sorry yesterday's date.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] 52308.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Hm, let's see here.
[AGENT][POSITIVE] And make sure I've got the right one pulled up here.
[AGENT][NEUTRAL] 18,100.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] And it definitely says American public life.
[CUSTOMER][NEUTRAL] It says um PLIC um hyphen SBD insurance claim.
[AGENT][NEUTRAL] And it has like our phone number?
[CUSTOMER][NEUTRAL] No, it doesn't have the phone number.
[AGENT][NEUTRAL] But it only says PLIC claims?
[CUSTOMER][NEUTRAL] It says PLIC-SBD.
[AGENT][NEUTRAL] Um, well, I tell you what, give me a second, I'll put you on hold because.
[AGENT][NEUTRAL] I, I apologize. Is there a reason why you think that's us?
[AGENT][NEUTRAL] I don't know how it normally shows up.
[CUSTOMER][NEUTRAL] Yeah, when I Googled, I
[CUSTOMER][NEUTRAL] Well, we have um American Public Life. We use you guys and when I um Google P P L I C SPD it comes out as um pri uh as you guys.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] I apologize. I don't know how it shows up on um bank accounts when um it.
[AGENT][NEUTRAL] It pulls money. Let me, let me put you on hold for one moment and um I'll be right back with you.
[CUSTOMER][POSITIVE] OK perfect thank you.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] That
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Hi, I'm sorry for putting you on hold for so long. I'm just trying to find out who I can get you to to answer your questions because it's definitely not your monthly premium as it's a bit higher than that monthly premium and I don't see where it was.
[AGENT][NEUTRAL] You know the last invoice was paid in April so I don't I know it's not that I'm just trying to find out who to get you to in order to answer your questions.
[CUSTOMER][NEUTRAL] If I'm just gonna go ahead and call the broker to see if they can help me with it.
[AGENT][NEUTRAL] Oh, OK, well, in the meantime I will um.
[AGENT][POSITIVE] I will check into that and maybe get you some answers and if I do I'll give you a call back.
[CUSTOMER][POSITIVE] Perfect, thank you very much for your help.
[AGENT][POSITIVE] Yes ma'am, thanks for calling APL bye bye.
[CUSTOMER][NEUTRAL] Bye.