AccountId: 011433970860
ContactId: f27cd9a0-31b9-46ca-a048-2fa85109315b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 176929 ms
Total Talk Time (AGENT): 85199 ms
Total Talk Time (CUSTOMER): 67187 ms
Interruptions: 1
Overall Sentiment: AGENT=1.1, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/10/f27cd9a0-31b9-46ca-a048-2fa85109315b_20250310T20:13_UTC.wav
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[CUSTOMER][NEUTRAL] You
[AGENT][POSITIVE] Thank you for calling APL. This is Memory and customer service. How may I help you?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh yes. Uh this is [PII] calling H [PII] H.
[CUSTOMER][NEUTRAL] And uh I was.
[CUSTOMER][NEUTRAL] I heard that there might be an increase in our Social Security and my Social Security. Can you check and see if that is true?
[AGENT][NEUTRAL] All right, Mr. [PII], uh, this is American Public Life, not the Social Security office.
[CUSTOMER][NEUTRAL] Oh well that's the number, the number I was given.
[CUSTOMER][NEUTRAL] Huh, well.
[AGENT][NEUTRAL] Oh goodness. Yeah, no, you'll need to contact your um you could probably call a local social security office.
[CUSTOMER][NEUTRAL] Do you have that phone number by any chance?
[AGENT][NEUTRAL] Um, I could possibly look one up for you. I'm probably not local to you. Where, where are you from?
[CUSTOMER][NEUTRAL] That would
[CUSTOMER][NEUTRAL] I'm in [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]. OK, hold on just a second.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] All right. You got a, um, a pen and a piece of paper?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so the phone number it's showing me for [PII] is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] [PII]. OK, well thank you very much.
[AGENT][NEUTRAL] Mhm and it it says it's, it's on Professional circle.
[AGENT][NEUTRAL] The address is [PII].
[CUSTOMER][NEUTRAL] OK, yes, I.
[CUSTOMER][NEUTRAL] I know
[AGENT][NEUTRAL] Yeah, OK, you do know where that is?
[CUSTOMER][POSITIVE] Yes, I do, yes.
[AGENT][NEUTRAL] OK, yes, sir. So you know just wanna call them and uh ask them or try to make you an appointment to go in and talk to somebody there. Yeah, I'm not sure why they gave you our number.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Alright, Mr. [PII]. Well, you have a wonderful day. Thank you so much for calling.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][POSITIVE] You're welcome. Bye-bye.
[CUSTOMER][NEUTRAL] Now wait a minute. Now that's, that's the number I called called before, right?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh, you called, um, [PII].
[CUSTOMER][NEUTRAL] Oh I see that.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Huh, I called [PII].
[CUSTOMER][POSITIVE] OK. Well, then I'll try it again. I thank you very much.
[AGENT][POSITIVE] No problem. Thank you.
[CUSTOMER][POSITIVE] OK, thank you. Bye now.
[AGENT][NEUTRAL] Bye-bye.