AccountId: 011433970860
ContactId: ab40cde6-0eaa-443d-8ab8-521b424ff33f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 124220 ms
Total Talk Time (AGENT): 49420 ms
Total Talk Time (CUSTOMER): 33784 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/10/ab40cde6-0eaa-443d-8ab8-521b424ff33f_20250310T14:13_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII]. I'm calling from the doctor's office regarding my medical plan.
[AGENT][POSITIVE] May I have your name again? I'm so sorry.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and spell that for me for documentation, [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you so much. What is your callback number, sad?
[CUSTOMER][NEUTRAL] [PII]. That's the direct line.
[AGENT][POSITIVE] Thank you so much. And what is your policy number, please?
[CUSTOMER][NEUTRAL] 00008.
[CUSTOMER][NEUTRAL] 277906
[AGENT][NEUTRAL] OK, I saw that is not one of our policy numbers with APL. Um, can you check to see if you have another number to reference for the member, please?
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] American Republic Insurance, right?
[AGENT][NEUTRAL] No, this is American Public Life Insurance.
[CUSTOMER][NEUTRAL] It's both
[CUSTOMER][NEUTRAL] are different.
[AGENT][NEUTRAL] No, we're not the same.
[CUSTOMER][NEUTRAL] Yeah, so both the pairs are different, you're saying right? American Republic Insurance Company.
[AGENT][NEUTRAL] American Republic and American Public Life are two different entities due to two different companies. I don't have that member in our system. You would have to call them. I'm sorry about that. Anything else I can help you with, please, [PII]?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Any reference number?
[AGENT][NEUTRAL] We do not provide reference numbers. You can use my name [PII] last initials [PII], and today's date, and we thank you for calling us at APL. Have a good day.
[CUSTOMER][POSITIVE] Thank you. Bye.
[AGENT][POSITIVE] Thank you bye bye.