AccountId: 011433970860
ContactId: 009a698e-43a1-4b2d-8dd2-11a595381ccb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 176869 ms
Total Talk Time (AGENT): 42263 ms
Total Talk Time (CUSTOMER): 86548 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/28/009a698e-43a1-4b2d-8dd2-11a595381ccb_20250128T15:23_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Uh, yes, this is [PII] and what is your name again?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] OK, great, thank you. I'm just calling to get a breakdown of benefits for a patient.
[AGENT][NEUTRAL] May I have a callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And may I have the policy number?
[CUSTOMER][NEUTRAL] 806-042-98.
[AGENT][NEUTRAL] OK, I believe that's too many numbers for our policy number.
[CUSTOMER][NEUTRAL] Oh, that isn't let me see.
[CUSTOMER][NEUTRAL] Oh no, that is.
[CUSTOMER][NEGATIVE] Oh no.
[CUSTOMER][NEUTRAL] Who am I calling? Yeah, wait.
[CUSTOMER][NEUTRAL] OK, no, no, no, I put the wrong number here. I don't know where I got that. It is [PII].
[CUSTOMER][NEUTRAL] 42
[CUSTOMER][NEUTRAL] 98.
[AGENT][NEUTRAL] May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII]. Her date of birth is [PII].
[AGENT][NEUTRAL] And you're calling in for benefits for this member?
[CUSTOMER][POSITIVE] Yes, benefits, dental benefits, actually, yes.
[AGENT][NEUTRAL] OK, and would you like for me to submit you a fax back for this member?
[CUSTOMER][NEUTRAL] Uh, you said a fax that?
[AGENT][POSITIVE] Yes, that will give you the detailed benefits.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK, um, it may not have enough detail for me. Could, could we just confirm it over the phone?
[AGENT][NEUTRAL] Yes, and it will have the details that I will be confirming over the phone so everything that's listed is what is needed. What information are you needing?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, I just have specific codes. um, well, why don't you do this fax it. It is 225.
[CUSTOMER][NEUTRAL] 292
[CUSTOMER][NEUTRAL] 9700.
[AGENT][NEUTRAL] It's the same number as the COVID.
[CUSTOMER][NEUTRAL] No, no, I'm sorry. I'm sorry. I'm not thinking that's our phone number. Uh, the fax is [PII], so [PII]. Sorry, I'm kind of new here.
[AGENT][POSITIVE] It's no problem.
[AGENT][NEUTRAL] And is there anything else that I can assist you with today?
[CUSTOMER][POSITIVE] That is it, thank you so much.
[AGENT][NEUTRAL] And
[AGENT][POSITIVE] You're welcome. Thank you for calling American Public Life. Have a great day.
[CUSTOMER][NEUTRAL] Bye.