AccountId: 011433970860
ContactId: e15e7c9b-aa60-43ef-a00c-8761d2c387f6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 340750 ms
Total Talk Time (AGENT): 60541 ms
Total Talk Time (CUSTOMER): 146286 ms
Interruptions: 2
Overall Sentiment: AGENT=0.9, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/19/e15e7c9b-aa60-43ef-a00c-8761d2c387f6_20250619T17:43_UTC.wav
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[AGENT][NEUTRAL] APL, this is [PII]. How may I assist you?
[CUSTOMER][NEGATIVE] Hi, yes, I was, I was, um, filing a claim, but it, it showed me an error of a code of like error 4.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] Are you the provider or the insurer?
[CUSTOMER][NEUTRAL] How they insure.
[AGENT][NEUTRAL] Do you have a policy number?
[CUSTOMER][NEUTRAL] Uh yes, C.
[CUSTOMER][NEUTRAL] I think it's uh C0197.
[CUSTOMER][NEUTRAL] 244
[AGENT][NEUTRAL] Is this your policy number for American Public Life, which you're calling is American Public Life?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] That's not a policy number here.
[CUSTOMER][NEUTRAL] Hang on, let me see my policy let me.
[AGENT][NEUTRAL] You're on the American Public Life website?
[CUSTOMER][NEUTRAL] Oh, I'm sorry. OK, sorry, sorry, sorry, sorry, it was another number. It was with my husband's name. OK, here's the policy number, uh, 165.
[CUSTOMER][NEUTRAL] 9401
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And what's your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And can you verify your date of birth and your mailing address?
[CUSTOMER][NEUTRAL] Sure, my date of birth is um [PII], and my mailing address is [PII].
[AGENT][NEUTRAL] Thank you. You said you're on the AM public website and you're getting an error, receiving an error?
[AGENT][NEUTRAL] Do you have a message with an error?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Well, it only popped up like briefly. It showed like to to call and then it said it said um 4.
[CUSTOMER][NEUTRAL] I can try again.
[CUSTOMER][NEUTRAL] It's a traditional claim.
[CUSTOMER][NEUTRAL] Let me see.
[AGENT][NEUTRAL] What's your call back number just in case the call is disconnected?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Sure [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] OK, it does say it's a select coverage policy type.
[AGENT][NEUTRAL] So you have a midlife policy.
[CUSTOMER][NEUTRAL] So it's like a
[CUSTOMER][NEUTRAL] OK, but they are they all say med like there's like a 165.
[CUSTOMER][NEUTRAL] 9401 there's a 2460165 that's that's our number, right? That's.
[CUSTOMER][NEUTRAL] That's the the number I just gave you, correct?
[CUSTOMER][NEUTRAL] Our policy number?
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] So, do you see?
[CUSTOMER][NEUTRAL] Was it 1659401?
[AGENT][NEUTRAL] What is the date of service for your claim?
[CUSTOMER][NEUTRAL] Um, um, uh, let me see, [PII].
[AGENT][NEUTRAL] So do you see a policy ending in 1813?
[CUSTOMER][POSITIVE] Yes I do.
[AGENT][NEUTRAL] Use that one cause that's your current policy. Mhm.
[CUSTOMER][NEUTRAL] So check that one.
[CUSTOMER][NEUTRAL] Oh, OK, OK, maybe that was it because I checked.
[CUSTOMER][POSITIVE] Hang on, let me upload my files real quickly. I have them right here.
[CUSTOMER][NEUTRAL] Upload
[CUSTOMER][NEUTRAL] I'm wondering if it's because I hit more than one that's probably what the problem was.
[AGENT][NEUTRAL] And what is it telling you now?
[CUSTOMER][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] One second, let me just put the rest of what I gotta put in here. I got one more file.
[CUSTOMER][POSITIVE] Yeah good
[CUSTOMER][NEUTRAL] 12345. OK, next step.
[CUSTOMER][NEUTRAL] Suit
[CUSTOMER][NEUTRAL] It's thinking 1 2nd.
[AGENT][POSITIVE] Mm, I'm in no rush. I'm here for.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I think that might have been the problem.
[CUSTOMER][NEUTRAL] Who
[CUSTOMER][NEUTRAL] Did they just recently update the website?
[AGENT][NEUTRAL] They did
[CUSTOMER][NEUTRAL] Do you know?
[AGENT][NEUTRAL] Mhm, they do.
[CUSTOMER][NEUTRAL] OK, I was gonna say because I did this, I did this back in like I wanna say April maybe.
[CUSTOMER][NEUTRAL] March or whatever and I did it one way but then but then they needed something else and I got the rest of it and then I went back on today and what is this is very different.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'm still thinking.
[CUSTOMER][NEUTRAL] If I go back out to my living room, maybe I'll have a better connection. Let me see.
[CUSTOMER][POSITIVE] Let me see, oh, claims that's what it was. I, what it is, I, I guess I, I hit two policies, so, OK, now I'm good. It's successfully submitted.
[AGENT][POSITIVE] No worries. That's why we're here.
[CUSTOMER][POSITIVE] Thank you so much. You have a great rest of your day.
[AGENT][POSITIVE] You do the same thanks for calling APL, [PII]. Have a good one. Goodbye.
[CUSTOMER][NEUTRAL] Bye bye.
[CUSTOMER][POSITIVE] Thank you you too bye bye.