AccountId: 011433970860
ContactId: dd992448-0e7b-4284-ac73-fb41547ebac9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 69910 ms
Total Talk Time (AGENT): 21632 ms
Total Talk Time (CUSTOMER): 38881 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/05/dd992448-0e7b-4284-ac73-fb41547ebac9_20250205T16:51_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello [PII], yes ma'am. My name is [PII]. I'm calling from the provider's office. We're just following up on a claim that we submitted, I mean the status of the claim we submitted, please.
[AGENT][POSITIVE] OK, I can help you with that. And what's a good call back number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes ma'am, it's a direct line. You can reach me at [PII], no [PII].
[AGENT][NEUTRAL] Thank you. And what's the policy number?
[CUSTOMER][NEUTRAL] Uh, it's FIR 683-064-304.
[AGENT][NEUTRAL] That's not one of our policy numbers. Do you have another number?
[CUSTOMER][NEUTRAL] Oh, that's the only number that we have. Did I reach the American Financial Security Life?
[AGENT][NEUTRAL] No, this is American Public Life.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] APL.
[CUSTOMER][NEUTRAL] Oh, I, uh,
[CUSTOMER][NEUTRAL] I'm, I'm misrouted then. I apologize. Thank you.
[AGENT][POSITIVE] OK, no problem. Thanks for calling APL have a great day.
[CUSTOMER][NEUTRAL] All right.