AccountId: 011433970860
ContactId: aa041949-cc66-499a-8e83-4f3cf7fa02b6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 270940 ms
Total Talk Time (AGENT): 100784 ms
Total Talk Time (CUSTOMER): 114303 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/24/aa041949-cc66-499a-8e83-4f3cf7fa02b6_20250324T16:56_UTC.wav
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[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is.
[AGENT][NEUTRAL] Hello.
[CUSTOMER][POSITIVE] Hello, good morning.
[CUSTOMER][NEUTRAL] Hello, this is [PII] in customer service. Is this [PII] you said?
[AGENT][POSITIVE] Hi, good
[CUSTOMER][NEUTRAL] Huh?
[AGENT][NEUTRAL] It is.
[AGENT][NEUTRAL] Yeah, it is [PII].
[CUSTOMER][NEUTRAL] Oh sorry, I, I
[CUSTOMER][NEUTRAL] Sorry, I, um, I don't, I'm not sure if it's my internet or your internet that doesn't really kind of can't hear very well.
[AGENT][NEUTRAL] I can hear you fine. I can hear you, [PII]. Mhm.
[CUSTOMER][NEUTRAL] Can you hear me?
[CUSTOMER][NEUTRAL] OK. Um, all right. I have a call from a provider's office willing to check on a claim status.
[AGENT][NEUTRAL] OK, so it's a provider's office needing claim status, is that right?
[CUSTOMER][NEUTRAL] Mhm, yes, and the person calling is [PII].
[AGENT][NEUTRAL] Yes, I.
[AGENT][NEUTRAL] OK. And what is [PII]'s callback number, [PII]?
[CUSTOMER][NEUTRAL] Um, I
[CUSTOMER][NEUTRAL] Um, I got it. Callback is [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And what is the policy that he's calling on, [PII]?
[CUSTOMER][NEUTRAL] All right. He gave me the name, [PII].
[CUSTOMER][NEUTRAL] Um, I wasn't able to find the policy neither with um the last name.
[CUSTOMER][NEUTRAL] Or he, he wasn't able to provide a social security number either. Um, but he gave me a claim number.
[CUSTOMER][NEUTRAL] I'm not sure if that would work.
[AGENT][NEUTRAL] And what's the claim? What's the claim number?
[CUSTOMER][NEUTRAL] 200.
[CUSTOMER][NEUTRAL] 64
[CUSTOMER][NEUTRAL] 74
[CUSTOMER][NEUTRAL] 881.
[AGENT][NEUTRAL] OK, now that's not our claim number, but I'll be happy to talk to him and see if I can direct him as to who he would need to speak to.
[CUSTOMER][NEUTRAL] OK, because I wasn't able to find anything on him.
[AGENT][NEUTRAL] OK. How did he spell the, the insured's last name?
[AGENT][NEUTRAL] I'm sorry.
[CUSTOMER][NEUTRAL] Umm, [PII]
[AGENT][NEUTRAL] And you said first name was [PII] Is that correct?
[CUSTOMER][POSITIVE] Mhm. Yes, that is correct.
[AGENT][POSITIVE] OK, well, I will be happy to speak to [PII] then. I can help him.
[CUSTOMER][POSITIVE] Thank you, thank you.
[AGENT][NEUTRAL] You're welcome. OK, [PII].
[AGENT][NEUTRAL] Hi, [PII].
[CUSTOMER][NEUTRAL] Yes, hello?
[AGENT][NEUTRAL] Hi [PII], this is [PII] with APL. Uh, so, [PII] was stating that you were wanting to check claim status for a member, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, now the claim number, I can try and help you with this, but the claim number that [PII] said you gave to her is not an APL claim number. Are you trying to reach American Public Life Insurance?
[CUSTOMER][NEUTRAL] Mm, let's see, let me check, please.
[AGENT][NEUTRAL] Because I don't even have a [PII].
[AGENT][NEUTRAL] [PII] in our system.
[CUSTOMER][NEUTRAL] And the claim number I provided uh uh them uh to her. So that is not also added.
[AGENT][NEUTRAL] Uh, that is not an American Public Life Insurance Company claim number, no, sir.
[AGENT][NEUTRAL] And there's no one in our system by his name.
[CUSTOMER][NEUTRAL] OK. So, uh, since I, as I check on my side, the insurance name, uh, upon checking the, uh,
[CUSTOMER][NEUTRAL] Atlantic Coast Life, the insurance name. So, uh, can you please provide me the contact number of them?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so that's a different company.
[AGENT][NEUTRAL] Uh, different company, you would have to look that up on your own. I would not have their number.
[CUSTOMER][NEUTRAL] That is a different one.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Yeah