AccountId: 011433970860
ContactId: deecfc77-f46b-4b99-8f56-f1b4d407222b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 254410 ms
Total Talk Time (AGENT): 58139 ms
Total Talk Time (CUSTOMER): 96654 ms
Interruptions: 2
Overall Sentiment: AGENT=1, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/05/deecfc77-f46b-4b99-8f56-f1b4d407222b_20250305T19:33_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], uh, my name is [PII]. I'm calling on forward office checking on claim status.
[AGENT][NEUTRAL] Sure, I could check gonna claim for you. I'm sorry, what did you say your name was?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] [PII], OK, and then can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Just a minute. My callback number is [PII].
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK, thank you and then do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, yes, I have a policy number.
[CUSTOMER][NEUTRAL] The policy number is 000 C as in Charlie 10,007,790.
[AGENT][NEUTRAL] OK, so that's not gonna be one of our policy numbers, [PII]. That is a bit too long. um, do you maybe have their social? I could search for them that way.
[CUSTOMER][NEUTRAL] Uh, just a minute. Uh, I, uh.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, you did?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Just a minute.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] the social security number is [PII].
[AGENT][NEUTRAL] OK thank you one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh what was the name for the patient?
[CUSTOMER][NEUTRAL] Patient name is just a minute.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][POSITIVE] [PII].
[AGENT][NEUTRAL] OK, but I do not see them in our system, [PII].
[AGENT][NEGATIVE] It does not look like they have a policy with us.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Uh, actually, my user is called uh the same insurance, but uh that claim was in the process. If
[CUSTOMER][NEUTRAL] If you want, I can give you the claim number also.
[AGENT][NEUTRAL] You have a claim number?
[CUSTOMER][NEUTRAL] Yes, yes I have claim number.
[AGENT][NEUTRAL] OK, yeah, I can take that.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] It's 091325.
[CUSTOMER][NEUTRAL] 4353.
[AGENT][NEUTRAL] OK, yeah, that's definitely not one of our claim numbers, [PII]. Ours are much shorter and they typically begin with a 3.
[AGENT][NEUTRAL] So that claim is not with us.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] This claim is not with this. OK, sir. Uh, you can transfer to another department if it's possible then.
[AGENT][NEUTRAL] What was that? I'm sorry?
[CUSTOMER][NEUTRAL] Is there another department that you contact this American Republic Insurance?
[AGENT][NEUTRAL] So this is American Public Life.
[CUSTOMER][NEUTRAL] So public life. OK, OK. Sorry.
[AGENT][POSITIVE] No, that's OK. I hope you have a great rest of your day, [PII]. No, that's perfectly fine.
[CUSTOMER][NEUTRAL] Sorry, [PII].
[CUSTOMER][POSITIVE] Uh, uh, thank you, [PII].
[AGENT][POSITIVE] Of course thank you have a great day. That's OK.
[CUSTOMER][POSITIVE] And uh sorry for that and uh
[CUSTOMER][POSITIVE] Yeah, have a great day. Uh bye-bye.
[AGENT][POSITIVE] Thank you, bye bye.
[CUSTOMER][NEUTRAL] Bye bye.