AccountId: 011433970860
ContactId: d4d88f25-0e43-48b4-a622-deea62683510
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 96120 ms
Total Talk Time (AGENT): 39368 ms
Total Talk Time (CUSTOMER): 36608 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/28/d4d88f25-0e43-48b4-a622-deea62683510_20250428T13:52_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from University of Alabama Hospital to check on a claim status.
[AGENT][NEUTRAL] OK. Did you say that your name is [PII]?
[CUSTOMER][NEUTRAL] It's [PII]. Last name [PII].
[AGENT][NEUTRAL] OK, did you, thank you. And your callback number, please?
[CUSTOMER][NEUTRAL] It's [PII], no extension.
[AGENT][NEUTRAL] OK, thank you, and you said that you were needing claim status, is that correct, did you?
[CUSTOMER][POSITIVE] Yeah. Yeah. Yeah, that's correct.
[AGENT][NEUTRAL] Yes, ma'am, I can help you. OK, I can help you with that. And what is the member's policy number?
[CUSTOMER][NEUTRAL] It's 683.
[CUSTOMER][NEUTRAL] 030
[CUSTOMER][NEUTRAL] 248
[CUSTOMER][NEUTRAL] 01
[CUSTOMER][NEUTRAL] And your name?
[AGENT][NEUTRAL] OK, thank you, [PII]. OK, my name is [PII]. That is not a policy number for American Public Life Insurance.
[AGENT][NEUTRAL] What insurance company were you trying to reach?
[CUSTOMER][NEUTRAL] Global Life.
[AGENT][NEUTRAL] OK, I'm sorry, but you've called the wrong company.
[CUSTOMER][POSITIVE] Yeah, sorry, thank you. It was nice talking to you. Bye.
[AGENT][POSITIVE] Oh, you, that's OK. Nice talking to you too.
[CUSTOMER][NEUTRAL] Bye.