AccountId: 011433970860
ContactId: a51b2385-9ce2-4b8c-8915-d26d797f1398
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 144119 ms
Total Talk Time (AGENT): 56896 ms
Total Talk Time (CUSTOMER): 59937 ms
Interruptions: 1
Overall Sentiment: AGENT=0.3, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/28/a51b2385-9ce2-4b8c-8915-d26d797f1398_20250428T16:20_UTC.wav
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[AGENT][NEUTRAL] calling APL, this is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, I'm just trying to get your fax number so I can send you guys something.
[AGENT][NEUTRAL] OK. Can I have your name and a callback number?
[CUSTOMER][NEUTRAL] It is [PII] and my phone number to call back is [PII].
[AGENT][NEUTRAL] And is this for an insured? Can I verify, could you provide me with the policy number so I could see what type of policy they have to make sure that I'm giving you the correct fax number?
[CUSTOMER][NEUTRAL] Yes ma'am, it is A as in apple F.
[CUSTOMER][NEUTRAL] L
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] F E.
[CUSTOMER][NEUTRAL] 1683.
[CUSTOMER][NEUTRAL] 801689.
[AGENT][NEUTRAL] I do apologize, but that's not a policy number here at American Public Life. Do you have a copy of the card?
[CUSTOMER][NEUTRAL] I don't um.
[CUSTOMER][NEUTRAL] I don't, but I did get.
[AGENT][NEUTRAL] What's that member's social? Do you have the social? because that's definitely not a policy number here at American Public Life.
[CUSTOMER][NEUTRAL] Yes, it is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what is that member's name, [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mm, not pulling her up the social. Spell her last name.
[CUSTOMER][NEUTRAL] Do what ma'am?
[AGENT][NEUTRAL] Could you provide me with the spelling of her last name because I'm not pulling her up with that social unfortunately unless she's the, she's a dependent on the policy.
[CUSTOMER][NEUTRAL] It's a, he's a male and his um his last name is [PII]
[AGENT][NEUTRAL] And the first name you said it was?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] I'm not showing a member in the system. I'm, are you sure you're calling the correct insurance company? This is American Public Life.
[CUSTOMER][POSITIVE] Yes, um, yeah, let me try to get some more information and I'll give you a call back.
[AGENT][NEUTRAL] I do apologize that I wasn't able to assist you.
[CUSTOMER][NEUTRAL] That's OK.
[AGENT][POSITIVE] Thanks for calling APL and have a good day.
[CUSTOMER][POSITIVE] That's OK, thank you.
[AGENT][NEUTRAL] Welcome. Goodbye.
[CUSTOMER][NEUTRAL] You too.