AccountId: 011433970860
ContactId: 9bacfd8c-49cf-410c-9a03-571c8d1438ce
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 98220 ms
Total Talk Time (AGENT): 37827 ms
Total Talk Time (CUSTOMER): 48903 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/2025/02/27/9bacfd8c-49cf-410c-9a03-571c8d1438ce_20250227T18:25_UTC.wav
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[AGENT][NEUTRAL] Afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling for United Health Centers. Please note this call is being sponsored and recorded for quality and training purposes, and I'm going to check on your claim status. How are you doing, [PII]?
[AGENT][NEUTRAL] OK, [PII]. I'm doing fine, thank you. So you have one claim to check status on, is that correct?
[CUSTOMER][NEUTRAL] Yes, I, I just have one claim.
[AGENT][NEUTRAL] OK, yes, I can help you with that, [PII]. And what is your callback number?
[CUSTOMER][NEUTRAL] Callback number is [PII] direct line, no extension.
[AGENT][POSITIVE] Thank you and the member's policy number, [PII].
[CUSTOMER][NEUTRAL] The member ID is A as in Alpha, V as in Victor 0678606.
[AGENT][NEUTRAL] OK, now, thank you, [PII], but that is not a policy number for my company.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] What company were you trying to reach?
[CUSTOMER][NEUTRAL] I'm calling for United Health Center of the San Joaquin Valley.
[AGENT][NEUTRAL] Yes, ma'am, but what insurance company were you trying to call?
[CUSTOMER][NEUTRAL] It's SNS Healthcare Strategies PHCS.
[AGENT][NEUTRAL] OK, you've dialed the wrong number. I'm with American Public Life.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you for assistance. Have a great day.
[AGENT][POSITIVE] Yes, ma'am. You too, [PII], if that's all I can help you with. Thank you again for calling APL.
[CUSTOMER][POSITIVE] OK. Thank you. Bye-bye.
[AGENT][NEUTRAL] Uh-huh, bye bye.