AccountId: 011433970860
ContactId: c22ed5da-7091-46e0-afc0-bae2d9cb40d5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 69129 ms
Total Talk Time (AGENT): 32742 ms
Total Talk Time (CUSTOMER): 21680 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/2025/01/24/c22ed5da-7091-46e0-afc0-bae2d9cb40d5_20250124T19:45_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from the provider office. I want to know the claim status.
[AGENT][POSITIVE] OK, I'll be more than happy to assist you with the claim status, [PII], and how many claims do you have in total today?
[CUSTOMER][NEUTRAL] One
[AGENT][NEUTRAL] OK, may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] It's uh [PII].
[AGENT][NEUTRAL] Thank you for that. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] The member policy is 861,500,019,400.
[AGENT][NEUTRAL] Do you have their APL policy number?
[CUSTOMER][NEUTRAL] I have the airline's policy number.
[AGENT][NEUTRAL] Right, but this isn't alliance. This is American public life. Are you trying to reach alliance?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so you're calling the wrong insurance company.
[CUSTOMER][NEUTRAL] Can you provide me the number?
[AGENT][NEGATIVE] Unfortunately, I can't, we're not affiliated with Alliance. I don't, I don't know if their contact information.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL.