AccountId: 011433970860
ContactId: 9a77802b-5fc8-4737-8ac4-1042e759265f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 180449 ms
Total Talk Time (AGENT): 74192 ms
Total Talk Time (CUSTOMER): 64987 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/2025/01/30/9a77802b-5fc8-4737-8ac4-1042e759265f_20250130T20:00_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII]. um, I have a letter from you.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] About um eligibility for benefits of my ex-husband.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And it said that um.
[CUSTOMER][NEUTRAL] I need a
[CUSTOMER][NEUTRAL] Uh, file an application for social security benefits.
[AGENT][NEUTRAL] Social Security, OK, um, I can get your policy pulled up and we can definitely take a look at that. I'm sorry, what was your name? I'm sorry.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you and then [PII], can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] My number?
[AGENT][NEUTRAL] Yes please, just in case we're disconnected.
[CUSTOMER][NEUTRAL] OK, it's uh [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Alright, thank you. And do you have your policy number?
[CUSTOMER][NEUTRAL] Um, hang on a minute.
[AGENT][NEUTRAL] It might be on the letter that you received from us.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Hang on a minute, no, it's not in the letter it maybe it is, is it um.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] 25D 1125C 43,980
[AGENT][NEUTRAL] No ma'am, that is not one of our policy numbers um let's see, I might just try searching using your name give me just a moment.
[AGENT][NEUTRAL] You said the last name was [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, do not see you in our system, [PII].
[CUSTOMER][NEUTRAL] Uh, it's Social Security Administration, retirement, survivors and disability insurance.
[AGENT][NEUTRAL] OK, so yes, that's definitely not us. Um, this is American Public Life. We deal with uh supplemental insurance, so like uh dental, short term disability, term life, things like that. We don't really do anything with Social Security.
[CUSTOMER][NEUTRAL] So what am I supposed to do?
[AGENT][NEUTRAL] I'm not quite sure um I'm, I don't know what's on that letter uh is there is it showing a a business name or a return address or anything? I would look up the address if I were you and see if there's a phone number listed.
[CUSTOMER][NEUTRAL] It's
[CUSTOMER][NEUTRAL] OK, it's Northeastern program service center.
[AGENT][NEUTRAL] I'm not familiar with them.
[CUSTOMER][NEUTRAL] Jamaica center for.
[CUSTOMER][POSITIVE] OK, I'll I'll figure it out, thank you.
[AGENT][POSITIVE] OK, sorry about that, no worries.
[CUSTOMER][POSITIVE] Have a good day.
[AGENT][POSITIVE] You too thank you bye bye.
[CUSTOMER][POSITIVE] Thank you. Bye.