AccountId: 011433970860
ContactId: c3c8ea83-c9d5-47c9-93c9-91d682ff61f8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 54459 ms
Total Talk Time (AGENT): 20128 ms
Total Talk Time (CUSTOMER): 21860 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/28/c3c8ea83-c9d5-47c9-93c9-91d682ff61f8_20250228T20:52_UTC.wav
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[AGENT][NEUTRAL] Excuse me. Good afternoon. Thanks for calling APL. This is speaking. May I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII]. Actually, I didn't catch your name.
[AGENT][NEUTRAL] It's [PII], last initial [PII], and how may I assist you today, [PII]?
[CUSTOMER][NEUTRAL] I'm looking for claim status OK.
[AGENT][NEUTRAL] OK, and what is the policy number?
[CUSTOMER][NEUTRAL] So.
[CUSTOMER][NEUTRAL] A as in Alfa. F as in Frank. T as in Tango. A as in Alfa. R as in Romeo. 2355451.
[AGENT][NEUTRAL] It's not one of our policy numbers. Do you have a copy of the patient's card in front of you?
[CUSTOMER][NEUTRAL] Uh let me just check.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It's American Financial.
[AGENT][NEUTRAL] No, this is American Public Life, completely different company.
[CUSTOMER][NEUTRAL] PH
[CUSTOMER][NEUTRAL] They
[CUSTOMER][NEUTRAL] I