AccountId: 011433970860
ContactId: b935e404-2d6a-4fbf-b427-6b57472b193d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 174910 ms
Total Talk Time (AGENT): 54766 ms
Total Talk Time (CUSTOMER): 46664 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/26/b935e404-2d6a-4fbf-b427-6b57472b193d_20250326T21:08_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Oh yeah
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Uh, hi, uh, my name is [PII]. I'm just calling from the provider office. Actually, I'm just looking for one.
[AGENT][NEUTRAL] I'm sorry [PII], it's uh difficult to hear you. Could you repeat that please?
[CUSTOMER][NEUTRAL] I'm looking for a general claim inquiry.
[AGENT][NEUTRAL] We're needing to check on a claim.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, uh, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Do you have that policy number?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] A Alpha Mike.
[CUSTOMER][NEUTRAL] Hotel 623.
[CUSTOMER][NEUTRAL] 2237.
[AGENT][NEUTRAL] OK, so that's not going to be one of our policy numbers, [PII], um, that's gonna be a bit too long. Do you maybe have their social I could search for them that way?
[CUSTOMER][NEUTRAL] Social what?
[AGENT][NEUTRAL] That's not one of our policy numbers. If you have their social, I could search for them that way.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK. I will provide you the last four digits.
[AGENT][NEUTRAL] I would need the full social.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, one moment please.
[AGENT][NEUTRAL] What was the name for the member?
[CUSTOMER][NEUTRAL] is a
[CUSTOMER][NEUTRAL] My, my name is uh [PII]. The last name is uh spell for [PII], [PII]
[AGENT][NEUTRAL] OK, I did not get that result a result with that social. I don't have anyone with that information in our system, [PII].
[AGENT][NEUTRAL] Did you mean to call American Public Life?
[CUSTOMER][NEUTRAL] Uh, this is exactly, uh, the American Home Life Insurance.
[AGENT][NEUTRAL] No, this is American Public Life.
[AGENT][NEGATIVE] Yes, you, you called the wrong uh company. This is American Public Life.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Uh, was there anything else I can help you with, [PII]?
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] All right, thank you, bye bye.