AccountId: 011433970860
ContactId: a64466b3-5126-4abf-9956-d21603d4d7d4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 522320 ms
Total Talk Time (AGENT): 132363 ms
Total Talk Time (CUSTOMER): 109791 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=-0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/16/a64466b3-5126-4abf-9956-d21603d4d7d4_20250616T16:40_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. This is [PII] and [PII]. Uh, we have been visiting with [PII], and she left a message, said for us to call back and just ask for her.
[AGENT][NEUTRAL] Do you know what department [PII] is in?
[CUSTOMER][NEUTRAL] Um, some part of playing.
[AGENT][NEUTRAL] OK, can I have your policy number, [PII]?
[CUSTOMER][NEUTRAL] Surely it's my husband.
[CUSTOMER][NEUTRAL] And it's 9 A as in apple, 20631.
[CUSTOMER][NEUTRAL] And there's also a reference number and a claim number.
[AGENT][NEUTRAL] OK, may I have your claim number?
[CUSTOMER][NEUTRAL] 356 1
[CUSTOMER][NEUTRAL] 762
[AGENT][NEUTRAL] OK, one moment, let me get you pulled up. May I have a good callback number for you?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you, one moment.
[CUSTOMER][NEUTRAL] Well let me check on this put you off.
[AGENT][NEUTRAL] OK, I'm just going through your notes. I want to verify which person or which Megan.
[AGENT][NEUTRAL] Because I'm not seeing. One moment, because this looks like it's for your cancer policy, correct?
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] Yes, it is.
[AGENT][NEUTRAL] OK, one moment.
[AGENT][POSITIVE] And there's no notes in the system, so I'm gonna get you over to the cancer queue so that they can better assist you, OK?
[CUSTOMER][POSITIVE] OK, I know [PII] is inclined.
[AGENT][NEUTRAL] OK, she's in claims.
[CUSTOMER][NEUTRAL] It it's taken in claims department.
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] See if I can pull up any [PII] and claim.
[CUSTOMER][NEUTRAL] I should have had her give me her extension number.
[AGENT][NEUTRAL] Could it be a [PII]?
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] She never gave me her last name.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I was visiting with [PII] for a while, and then she said we had to talk to the actual claims department and she transferred me over and [PII] started talking to us.
[AGENT][NEUTRAL] OK, I'm gonna place you on a brief hold. I do show a [PII]. Let me see if she's available and I'll be right back, OK?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] Question [PII], what do you? You are on hold.
[AGENT][POSITIVE] Thanks for holding, [PII]. She's not answering the phone at the present time. She could possibly be on another line. So what I'll do is I'll get you over to the cancer queue and someone over there can assist you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All righty. One moment. Let me get you over to the cancer cube.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Where is cancer?
[CUSTOMER][NEUTRAL] Transferring.
[AGENT][NEUTRAL] [PII], thank you for holding. There is no one available right now to take your call in the cancer, they're all on a call. Is it possible for one of them to give you a call back once they finish the call they're in?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] You finished the call there again?
[CUSTOMER][NEGATIVE] Well, yeah, anybody can call me back. I don't understand why you can't find [PII].
[AGENT][NEUTRAL] Yes, ma'am. I tried to reach out to [PII] and I didn't get her on the line.
[AGENT][NEUTRAL] So I'm not so sure if she was the, she's the only [PII] that pulled up in our claims, but she did not answer, so she has to be on her phone right now.
[CUSTOMER][NEUTRAL] OK, could we also leave her a message?
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, let me see if I can get it over to where we can call her and leave her a voicemail, OK?
[AGENT][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] Just that she's been working on this.
[CUSTOMER][NEUTRAL] All I need is for somebody to say we're writing you a check and we're
[CUSTOMER][NEUTRAL] Through with it.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Let me get [PII]'s.
[AGENT][POSITIVE] And I do apologize because I don't have like a direct number.
[AGENT][NEUTRAL] So I can only just go over through.
[AGENT][NEUTRAL] The phone system. So one moment.
[CUSTOMER][NEUTRAL] We might go back.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] One moment, we're gonna call [PII].
[CUSTOMER][NEGATIVE] You are on hold.