AccountId: 011433970860
ContactId: f3254415-b2a2-4498-897c-84e599d5e740
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 72589 ms
Total Talk Time (AGENT): 17970 ms
Total Talk Time (CUSTOMER): 33250 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/08/f3254415-b2a2-4498-897c-84e599d5e740_20250408T19:27_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from private office not corporate. Um, could you please help me to check the status of an appeal claim app?
[AGENT][NEUTRAL] I'm happy to check on an appeal, [PII]. What's the policy number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] N for Nancy, number 9, P for Papa, 010.
[CUSTOMER][NEUTRAL] 854136.
[AGENT][NEUTRAL] And that's not one of our policy numbers. Do you have the claim number?
[CUSTOMER][NEUTRAL] Uh, yes.
[CUSTOMER][NEUTRAL] Claim number
[CUSTOMER][NEUTRAL] 2025
[CUSTOMER][NEUTRAL] 003, B for Bravo, H for Hotel, 2306.
[AGENT][NEUTRAL] That's not one of our claim numbers. The member has American Public Life.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Um, give me a second.
[CUSTOMER][NEUTRAL] Yes, um,
[CUSTOMER][POSITIVE] OK, thank you. I will double check and call again thank you.
[AGENT][NEUTRAL] Mhm. Bye-bye.