AccountId: 011433970860
ContactId: 99e34c43-f390-4985-8e86-a4e75733542e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 171919 ms
Total Talk Time (AGENT): 41198 ms
Total Talk Time (CUSTOMER): 91453 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/06/99e34c43-f390-4985-8e86-a4e75733542e_20250306T20:39_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, yes, [PII] Could you please help me with the claims to this?
[AGENT][NEUTRAL] I'm I'm sorry, you said a claim status?
[CUSTOMER][NEUTRAL] Yeah, yes.
[AGENT][NEUTRAL] Yeah, I can check on a claim for you. What was your name?
[CUSTOMER][NEUTRAL] Yeah, my name is [PII] initially, [PII].
[AGENT][NEUTRAL] OK and then can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah, of course. Please note down my callback number. Yeah, the callback number will be [PII].
[AGENT][POSITIVE] OK thank you uh huh.
[CUSTOMER][NEUTRAL] And the extension is [PII].
[AGENT][NEUTRAL] Got it, thank you. And then do you have the policy number?
[CUSTOMER][NEUTRAL] Yeah, my member ID. Let me check one second. Yeah, please note down the member ID. It will be yours. 39615847.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, no, that was incorrect. Sorry. Uh, yeah, I'm repeating once again.
[AGENT][NEUTRAL] OK, yes, thank you. I will say that doesn't sound like one of our policy numbers.
[CUSTOMER][NEUTRAL] Yeah, that will be J.
[CUSTOMER][NEUTRAL] K as in Kilo. F as in Foxtrot 1066074.
[CUSTOMER][POSITIVE] M as in Mike. B as in Bravo.
[AGENT][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] What was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] Yeah, the member's name is.
[CUSTOMER][NEUTRAL] [PII] and the first name is.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Could you spell the last name for me again, [PII]? I'm sorry.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, because I didn't get a result with that policy number either, um, so give me just a moment I'm gonna try searching just using the name.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I don't have anyone with that name in our system.
[CUSTOMER][NEUTRAL] Mm, let me check one second.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] So you're talking from uh [PII], right?
[AGENT][NEUTRAL] Uh, this is American Public Life.
[CUSTOMER][NEUTRAL] It will be American public life. OK. Sorry, not an issue.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] That's OK.
[CUSTOMER][NEUTRAL] That will be an incorrect number. OK, thank you.
[AGENT][POSITIVE] That's all right. Of course, have a great rest of your day.