AccountId: 011433970860
ContactId: a4bf1b87-12c9-4e02-9457-2e363c97e790
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 61939 ms
Total Talk Time (AGENT): 30598 ms
Total Talk Time (CUSTOMER): 26948 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/08/a4bf1b87-12c9-4e02-9457-2e363c97e790_20250108T19:09_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon, [PII]. My name is [PII] and I'm calling from Broader's office, checking on a claim. Can you help me on that?
[AGENT][NEUTRAL] OK [PII], you have one claim that you're needing to check claim status on, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes, I can help you with that, [PII]. And what is your callback number?
[CUSTOMER][NEUTRAL] [PII] and it's a direct line.
[AGENT][NEUTRAL] Thank you. And what is the member's policy number, please?
[CUSTOMER][NEUTRAL] Yeah, it is 204-3368974.
[AGENT][NEUTRAL] OK, so [PII], that is not a policy number for American Public Life Insurance. What company were you trying to reach?
[CUSTOMER][NEUTRAL] Uh, it's a Manhattan, uh, Life Medicare Supplement.
[AGENT][NEUTRAL] Uh, no, sir. You've called the wrong company, [PII].
[AGENT][NEUTRAL] Again, I'm with American Public Life Insurance.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, OK. Sure. Thank you so much and have a nice day. Bye for now.
[AGENT][NEUTRAL] Yes, sir.