AccountId: 011433970860
ContactId: b65fd2db-e877-4e27-868e-3990147ee218
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 162139 ms
Total Talk Time (AGENT): 85893 ms
Total Talk Time (CUSTOMER): 51622 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/14/b65fd2db-e877-4e27-868e-3990147ee218_20250114T20:15_UTC.wav
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[AGENT][NEUTRAL] American Public Life, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] [PII], could you tell me what your fax number is top of the.
[AGENT][NEUTRAL] Uh, sure, but in order for me to be able to give you the, make sure you have the correct fax number to the correct department, uh, may I have your policy number?
[CUSTOMER][NEUTRAL] Thank you my social security number [PII].
[AGENT][NEUTRAL] I'm sorry, [PII]. And what's the rest of it?
[CUSTOMER][NEUTRAL] Yeah, [PII]
[CUSTOMER][NEUTRAL] Yeah [PII].
[AGENT][NEUTRAL] OK, give me one minute please.
[AGENT][NEUTRAL] And what is your name, please?
[CUSTOMER][NEUTRAL] [PII] last name [PII].
[AGENT][NEUTRAL] OK. And what is your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] I know.
[AGENT][NEUTRAL] OK, and so I can make sure everything's updated in my system. What is your mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And do you have an, uh, what is your email address?
[CUSTOMER][NEUTRAL] Uh [PII].
[AGENT][NEUTRAL] OK, thank you, Mr. [PII]. And what is a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Uh thank you, Mr. [PII]. And you're needing the fax number to fax a claim, am I correct?
[CUSTOMER][NEUTRAL] Yeah, from, from the uh doctor's office, yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I want to give you a policy number.
[AGENT][NEUTRAL] And so that you're gonna make sure you put this policy number on there. This is your policy number, and that is 022437.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 93
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And our fax number is [PII].
[CUSTOMER][NEUTRAL] Can you repeat that once again 1877.
[AGENT][NEUTRAL] 365
[AGENT][NEUTRAL] 942 3.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][POSITIVE] 942-3. Thank you so much. I appreciate it.
[AGENT][NEUTRAL] Yes, that you want that policy number I gave you is your um disability policy.
[CUSTOMER][POSITIVE] Excellent thank you so much I appreciate it very much.
[AGENT][POSITIVE] Oh, you're welcome. Anything else I can help you out with, Mr. [PII]?
[CUSTOMER][POSITIVE] No, you've been great I appreciate it thanks for your time.
[AGENT][POSITIVE] Oh thank you. You have, you're welcome and you have a wonderful day, Mr. [PII], and thank you for calling American Public Lit. Thank you. Goodbye.
[CUSTOMER][NEUTRAL] You too.
[CUSTOMER][POSITIVE] Thank you bye bye.