AccountId: 011433970860
ContactId: f75eba52-e512-4fd1-8ec5-e2c5c756bdae
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 159000 ms
Total Talk Time (AGENT): 73781 ms
Total Talk Time (CUSTOMER): 61700 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/10/f75eba52-e512-4fd1-8ec5-e2c5c756bdae_20250410T17:55_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] from provider's office. I just need to know the claim status.
[AGENT][NEUTRAL] OK, you're needing to check claim status, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Yes, I can help you with that. And I'm sorry, what was your name?
[CUSTOMER][NEUTRAL] [PII], and the last name initial is [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, [PII], thank you and your callback number please.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII] is your extension.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Is that correct? Yes, ma'am. OK, thank you. And [PII], how many claims do you have to check status on?
[CUSTOMER][NEUTRAL] I just need a general information. Could you please provide me that?
[AGENT][NEUTRAL] On how many claims do you need status for?
[CUSTOMER][NEUTRAL] I have only one claim.
[CUSTOMER][NEUTRAL] I need only one claim.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes, ma'am. I can help you. And what is that member's policy number?
[CUSTOMER][NEUTRAL] Just a minute.
[CUSTOMER][NEUTRAL] Yeah, the number is 000008473257.
[AGENT][NEUTRAL] OK, now, [PII], that is not a policy number for American Public Life Insurance or APL. What company were you trying to reach?
[CUSTOMER][NEUTRAL] American Republic Insurance Company.
[AGENT][NEGATIVE] OK, this is not American Republic Insurance. You have called the wrong company.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, ma'am. I'm not with American Republic Insurance.
[AGENT][NEUTRAL] I'm with a different company.
[CUSTOMER][NEUTRAL] Mhm. Do you have a
[CUSTOMER][NEUTRAL] Do you have the number of American Republic Insurance Company?
[AGENT][NEUTRAL] Uh, no, ma'am, I don't have that number.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] You don't have a number?
[AGENT][NEUTRAL] Uh, no, ma'am, that's a different company. You would just need to look that phone number up.
[CUSTOMER][NEUTRAL] Mhm. Yeah, that's all.
[AGENT][NEUTRAL] OK, well, is there.
[CUSTOMER][NEUTRAL] I just need to reach American Republic Insurance Company.
[AGENT][NEUTRAL] So yes, ma'am. That's a different company than the company that I work for.
[CUSTOMER][NEUTRAL] Mhm. OK.
[AGENT][NEUTRAL] So is there anything else I can help you with today?
[CUSTOMER][POSITIVE] No, no, ma'am. No, ma'am. Thank you for the information. Take care.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Well, you're welcome and thank you for calling APL. I hope you have a nice day.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Thank you, ma'am. Bye-bye.
[AGENT][POSITIVE] You, you're welcome. Bye bye.
[CUSTOMER][NEUTRAL] Mhm.