AccountId: 011433970860
ContactId: d76918dd-87ab-4c52-b61f-034745a03f28
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 241330 ms
Total Talk Time (AGENT): 71580 ms
Total Talk Time (CUSTOMER): 71511 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/04/d76918dd-87ab-4c52-b61f-034745a03f28_20250604T12:35_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good morning, [PII]. My name is [PII]. I am calling to check on a claim that was sent out to you guys.
[AGENT][POSITIVE] OK. Happy to check on a claim, [PII]. Do we have a policy number?
[CUSTOMER][NEUTRAL] What I have here is 55733492701.
[AGENT][NEUTRAL] OK, that's a little too long for one of our policy numbers. I can check by their name or social. Do you have either of those?
[CUSTOMER][NEUTRAL] I have the name. The first name is [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Middle initial [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Last name is [PII]
[AGENT][NEUTRAL] Alright, let me try this one moment.
[AGENT][NEUTRAL] And her first name, is it spelled [PII]? or did you say [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Alright.
[AGENT][NEUTRAL] I feel like it should come up right off the bat. Do you know if she's a subscriber at all?
[CUSTOMER][NEUTRAL] What I have listed is yes she is a subscriber.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Nothing is coming up by that name. Um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, sorry about that. You don't have a claim number or anything like that?
[CUSTOMER][NEUTRAL] Uh, yes, I would have a claim number. Give me one second.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Give me one moment to see if I can find it.
[CUSTOMER][NEUTRAL] I don't think I have the claim number.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] I do apologize.
[AGENT][NEUTRAL] No, that's all right. I'm sorry. I can't find anything. Um, the only other way we could check would be by social or if you had a claim number, you know, the policy is attached to it, so.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, and this is American Public Life, correct?
[AGENT][NEUTRAL] Mhm, yeah.
[CUSTOMER][NEUTRAL] Alright, yeah, uh, are you guys part of Administrative concepts Inc?
[AGENT][NEUTRAL] No, I, I.
[AGENT][NEUTRAL] I've, I've never heard of them, no.
[CUSTOMER][NEUTRAL] No? OK.
[CUSTOMER][NEUTRAL] OK, nope, I'm just checking um.
[CUSTOMER][NEUTRAL] Because that's another, another name I have listed here so um.
[AGENT][POSITIVE] Yeah, no worries.
[CUSTOMER][POSITIVE] OK, well, I appreciate you taking a look for me.
[AGENT][POSITIVE] You're welcome, [PII]. I hope you have a good rest of your day.
[CUSTOMER][POSITIVE] Thank you, you as well.
[AGENT][NEUTRAL] Uh, bye-bye.