AccountId: 011433970860
ContactId: 98114e1e-08c4-4725-b974-f7ee4829a80b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 117629 ms
Total Talk Time (AGENT): 33580 ms
Total Talk Time (CUSTOMER): 53429 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/17/98114e1e-08c4-4725-b974-f7ee4829a80b_20250417T17:12_UTC.wav
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[AGENT][POSITIVE] Thank you for calling American Public Life. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] like.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Hi [PII], I am trying to check on the status of a claim please.
[AGENT][NEUTRAL] OK, I can help you with that. May I have your name and a callback number?
[CUSTOMER][NEUTRAL] It's [PII], it's [PII].
[AGENT][NEUTRAL] Could I get the policy number you're calling on?
[CUSTOMER][NEUTRAL] It's 1235 consecutive zeros 8206233.
[AGENT][NEUTRAL] OK, that is not one of our policy numbers.
[AGENT][NEUTRAL] Um, do you have a social for the patient?
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] No, if I did, then I'd be able to look it up online but because online when I go in the portal it only ask for the last four of the social.
[AGENT][NEUTRAL] OK, and what is the last name?
[CUSTOMER][NEUTRAL] And we don't have social.
[CUSTOMER][NEUTRAL] Uh, it's, I'll spell it for you. It's [PII].
[AGENT][NEUTRAL] OK, first name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] OK, I'm not pulling a uh [PII] in our system.
[CUSTOMER][NEUTRAL] Hm, OK.
[CUSTOMER][NEUTRAL] Um, American Republic Insurance.
[AGENT][NEUTRAL] No, this is American Public Life.
[CUSTOMER][POSITIVE] Oh, got you. OK, thank you very much.
[AGENT][POSITIVE] You're welcome you have a wonderful day. Thank you for calling APL.
[CUSTOMER][NEUTRAL] You too.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] Bye bye.