AccountId: 011433970860
ContactId: b990d88e-5b8a-4809-b40d-a2ed92b10279
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 191809 ms
Total Talk Time (AGENT): 43056 ms
Total Talk Time (CUSTOMER): 70152 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/05/b990d88e-5b8a-4809-b40d-a2ed92b10279_20250305T20:16_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi [PII], uh, my name is [PII]. I'm calling on behalf of East Side Family Care, and I just need some information regarding a claim.
[AGENT][NEUTRAL] OK [PII], do you have a phone number I can get in case we get disconnected I can call you back?
[CUSTOMER][NEUTRAL] Yes, [PII] and I'm at [PII].
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] Uh, yes, give me one second, NCA.
[CUSTOMER][NEUTRAL] FE 680974249
[AGENT][NEUTRAL] That's not one of our policy numbers. Do you have their social?
[CUSTOMER][NEUTRAL] Mm, yeah, hang on.
[AGENT][NEUTRAL] Ours don't have letters in it.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] No, I do not have his social.
[CUSTOMER][NEUTRAL] Let me see what.
[CUSTOMER][NEUTRAL] Let me look one other place.
[AGENT][NEUTRAL] Do you know whose name the policy is in?
[CUSTOMER][NEUTRAL] Uh yeah, [PII].
[CUSTOMER][NEUTRAL] And the last name is [PII]
[AGENT][NEUTRAL] [PII] and how do you spell the first name?
[CUSTOMER][NEUTRAL] Uh, [PII]
[CUSTOMER][NEUTRAL] Date of birth is.
[AGENT][NEUTRAL] Let
[AGENT][NEUTRAL] See if I can find it by the name. Hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I do not have that name in our system.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Yeah this is.
[AGENT][NEUTRAL] Unless I have the social, I wouldn't be able to find it.
[CUSTOMER][NEUTRAL] This says federal life.
[AGENT][NEUTRAL] Now this is American public life.
[CUSTOMER][NEUTRAL] Yeah, I'm trying to.
[CUSTOMER][NEUTRAL] See if something else in here had that.
[CUSTOMER][POSITIVE] Well, that would be right you.
[CUSTOMER][NEUTRAL] We don't have an answer.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So y'all are not associated with Federal Life Smart Health.
[AGENT][NEUTRAL] No, ma'am.
[CUSTOMER][POSITIVE] OK. All right, well thank you so much.
[AGENT][POSITIVE] Thank you, [PII], for calling APL. You have a good afternoon.
[CUSTOMER][POSITIVE] Thank you you too bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.