AccountId: 011433970860
ContactId: e3839e64-8eb5-483c-a574-aa18b0439dd1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 129919 ms
Total Talk Time (AGENT): 43779 ms
Total Talk Time (CUSTOMER): 62489 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/28/e3839e64-8eb5-483c-a574-aa18b0439dd1_20250228T13:39_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII] calling for United Health Centers of the [PII]. Please note that this call is being recorded and monitored for quality and training purposes. I'm calling to check on a claim status.
[AGENT][NEUTRAL] What's the policy number, [PII]?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yes, the policy number is A as in Alpha, V as in Victor 0678606.
[AGENT][NEUTRAL] OK, do you have the American Public Life ID card? Um, that number is not a match for this company.
[CUSTOMER][NEUTRAL] OK. So,
[CUSTOMER][NEUTRAL] Uh, could you please help me with the number which I need to contact?
[AGENT][NEUTRAL] I don't know the company that you're trying to call. Um, the policy number that you provided is not a policy number for American Public Life, so do you have the ID card?
[CUSTOMER][NEUTRAL] If I have the ID card and the policy number mentioned in the ID card is same what I have already given to you.
[AGENT][NEUTRAL] But what's, what's the name of the company on the ID card? Does it say American Public Life or a different company?
[CUSTOMER][NEGATIVE] It's a different company but uh but I'm trying to dial them uh the line got connected to you only.
[AGENT][NEUTRAL] OK, yeah. So what number did you call?
[CUSTOMER][NEUTRAL] I called [PII].
[AGENT][NEUTRAL] OK, our number is [PII], so that's a totally different number.
[CUSTOMER][POSITIVE] But uh the call got redirected to your line. Actually, I dialed the number which I have said to you. The line got redirected to your your number. That's all right, not an issue.
[AGENT][NEUTRAL] OK, I'm not sure why, [PII], but that's not one of our policy numbers, so you'll need to dial the other number again please.
[CUSTOMER][POSITIVE] OK, uh thank you, thank you for your assistance. Have a nice day, [PII].
[AGENT][POSITIVE] You're welcome, [PII] and no other questions, thanks for calling APL. Have a good day.
[CUSTOMER][POSITIVE] Good day.