AccountId: 011433970860
ContactId: bc89f78a-b069-4bd3-9524-ff5026c29aa5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 187440 ms
Total Talk Time (AGENT): 75102 ms
Total Talk Time (CUSTOMER): 51968 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/24/bc89f78a-b069-4bd3-9524-ff5026c29aa5_20250624T13:21_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, so my name is [PII] and I just want to know the claim status.
[AGENT][POSITIVE] OK, sure, I can assist you with claim status. And may I have a call back? You're welcome. May I have a call number just in case we get disconnected?
[CUSTOMER][POSITIVE] Thank thank you ma'am.
[CUSTOMER][NEUTRAL] OK, callback number is [PII].
[AGENT][NEUTRAL] Thank you. May I have the name of the facility you're calling from for my notes?
[CUSTOMER][NEUTRAL] Yes, it's urgent care physician of Country Walk LLC.
[AGENT][NEUTRAL] Thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] OK, policy number is 681261231.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Is that a social it's too many numbers to be one of our policy numbers.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, I do have this. Could you please check with the social security number, SSN number?
[AGENT][NEUTRAL] Go ahead. Yes, go ahead.
[CUSTOMER][NEUTRAL] OK. It's [PII].
[AGENT][NEUTRAL] OK, thank you. One moment.
[AGENT][NEUTRAL] Mm mm. OK, you, um, the number you're giving me is [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Not pulling anything up in my system.
[AGENT][NEUTRAL] Are you trying to call APL?
[CUSTOMER][NEUTRAL] So can we go with the name?
[CUSTOMER][NEUTRAL] I'm, I'm trying to call American Financial.
[AGENT][NEUTRAL] Oh, we're not American Financial. We're American Public Life Insurance.
[CUSTOMER][NEUTRAL] American Public Life Insurance. And what is the timely filing for the claim, ma'am?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Um, for us, for American public life, we're not American financial. We're not related, but for us it's no timely filing limit.
[CUSTOMER][NEUTRAL] Uh, for, um.
[CUSTOMER][NEUTRAL] For your insurance, but it's a timely filing.
[AGENT][NEUTRAL] We don't have time filing limits with APL.
[CUSTOMER][NEUTRAL] Oh, OK. Could you please help me with the call reference number?
[AGENT][NEUTRAL] We don't have reference numbers. No, we don't. You can use my name into this thing.
[CUSTOMER][NEUTRAL] Do you have any?
[CUSTOMER][NEUTRAL] What is your name?
[AGENT][NEUTRAL] My name is [PII], that's initial [PII].
[CUSTOMER][POSITIVE] OK, sir. Have a great day, bye-bye.
[AGENT][POSITIVE] You as well, Mr. [PII]. Thank you for calling ATM.