AccountId: 011433970860
ContactId: ddc90de6-05ac-4703-a59d-4855dbb73264
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 88000 ms
Total Talk Time (AGENT): 23289 ms
Total Talk Time (CUSTOMER): 53570 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/12/ddc90de6-05ac-4703-a59d-4855dbb73264_20250512T18:41_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I have a question. I need to get a passport, but my son's, uh, I didn't realize this, but my son's Social Security card doesn't match, like his name, his old um pre-adopted name doesn't match his new birth certificate and his new adoption information. What do I need to do to get his Social Security card updated?
[AGENT][NEUTRAL] Um, this is American Public Life. We just deal with like supplemental insurance policies.
[AGENT][NEUTRAL] Um, you probably wanna contact SSA, your local Social Security office.
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] Oh, I thought I Googled that and I can't find anything else. Let me just, I wonder why not. It says Social Security Administration?
[CUSTOMER][NEUTRAL] Is that not who you are?
[AGENT][NEUTRAL] No, we're American Public Life for a uh like insurance um company.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] OK, so your number it says government office in [PII].
[CUSTOMER][NEUTRAL] Located in Hodges University.
[CUSTOMER][NEUTRAL] Is that you?
[AGENT][NEUTRAL] Um, no, we're, we're in [PII].
[CUSTOMER][MIXED] Oh, very weird. OK, thank you. So it's funny because your number is listed as this, but it's obviously wrong. Thank you so much.
[AGENT][POSITIVE] Thank you. Bye-bye.