AccountId: 011433970860
ContactId: c7418ece-97e9-4fc6-9c75-145cae8b19fa
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 88459 ms
Total Talk Time (AGENT): 31867 ms
Total Talk Time (CUSTOMER): 37551 ms
Interruptions: 1
Overall Sentiment: AGENT=0.4, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/11/c7418ece-97e9-4fc6-9c75-145cae8b19fa_20250611T17:31_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] from provider's office calling for claim status.
[AGENT][NEUTRAL] May I please have a callback number?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah, it's [PII]
[CUSTOMER][NEUTRAL] [PII] is a direct line.
[CUSTOMER][NEUTRAL] Could you spell your name, please?
[AGENT][NEUTRAL] And may I please have the policy.
[AGENT][NEUTRAL] May I have the policy number?
[CUSTOMER][NEUTRAL] Yeah, it's 008477226.
[AGENT][NEUTRAL] And you're needing the spelling of my name, that would be [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] And for that policy number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yes, you said 008477226.
[CUSTOMER][NEUTRAL] Yeah, 477.
[CUSTOMER][NEUTRAL] 236, yes.
[AGENT][NEUTRAL] OK, that's not one of our policy numbers.
[CUSTOMER][NEUTRAL] That's not your policy number. Let me check one second.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK, United American.
[AGENT][NEUTRAL] Are we who?
[CUSTOMER][POSITIVE] Yeah, yeah, yeah, it is OK. So sorry for that. Have a nice day. Bye-bye. Thanks for assistance.
[AGENT][POSITIVE] You're welcome. Thank you for calling American Public Life. Have a great day.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Bye bye.