AccountId: 011433970860
ContactId: d64dbf76-fa44-41c1-9db0-0e138769d867
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 83260 ms
Total Talk Time (AGENT): 28727 ms
Total Talk Time (CUSTOMER): 36989 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/2025/02/17/d64dbf76-fa44-41c1-9db0-0e138769d867_20250217T14:45_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Um, hey, [PII], um, my name is [PII]. Um, I just got off the phone with another, um,
[CUSTOMER][NEUTRAL] What is it law firm and y'all were recommended to call for a personal property damage claim possibly.
[CUSTOMER][NEUTRAL] Um, I have a lot of information, so are you the person I need to give this to?
[AGENT][NEUTRAL] So American Public Life is health insurance.
[CUSTOMER][NEUTRAL] Why did she
[AGENT][NEUTRAL] Are you
[CUSTOMER][NEGATIVE] She just gave me y'all's number and he had to ask for Austin, so she gave me the complete wrong number.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] A, yeah, um.
[AGENT][NEUTRAL] Did she say American Public Life or just gave you the phone number?
[CUSTOMER][NEUTRAL] She gave me the phone number and said it's HCH something.
[AGENT][NEUTRAL] We have
[AGENT][NEUTRAL] We have American Fidelity, which is a sister company that works with
[AGENT][NEUTRAL] Like, are you part of, like, do you have insurance or does
[CUSTOMER][NEUTRAL] No, yeah, I have a homeowners insurance. I was just looking for legal counsel.
[AGENT][NEUTRAL] Yeah, that's, I don't think that that would be us.
[CUSTOMER][POSITIVE] Thank you so much. I'm just.
[AGENT][NEUTRAL] I'm sorry, of course, yeah.
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] Bye.