AccountId: 011433970860
ContactId: 038af68f-37a6-4891-931c-131ea2f0409f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 182039 ms
Total Talk Time (AGENT): 38499 ms
Total Talk Time (CUSTOMER): 68265 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/28/038af68f-37a6-4891-931c-131ea2f0409f_20250128T17:09_UTC.wav
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[AGENT][POSITIVE] Thank you for calling American Life. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, I need to check benefits.
[AGENT][NEUTRAL] May I have your name and a callback number?
[CUSTOMER][NEUTRAL] My name is [PII] and it's [PII].
[AGENT][NEUTRAL] And may I please have the policy number?
[CUSTOMER][NEUTRAL] It's 0000035956.
[AGENT][NEUTRAL] That's not one of our policy numbers.
[CUSTOMER][NEUTRAL] I'm sorry?
[AGENT][NEUTRAL] That's not one of our policy numbers.
[CUSTOMER][NEUTRAL] Oh, can I give you the social maybe?
[AGENT][NEUTRAL] May I have that please?
[CUSTOMER][NEUTRAL] Yeah, um, [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] OK, you had a credit before.
[CUSTOMER][NEUTRAL] It's change the charge of $1
[AGENT][NEUTRAL] May I have the member's first and last name, please?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] OK have a great day
[AGENT][NEUTRAL] And that's spelled [PII]?
[CUSTOMER][NEUTRAL] Um, I have uh [PII]
[AGENT][NEUTRAL] [PII], could you repeat that please?
[CUSTOMER][NEUTRAL] No, I'm sorry, [PII]
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEGATIVE] I'm not finding a member in the system with that name or social.
[CUSTOMER][NEUTRAL] OK, um.
[CUSTOMER][NEUTRAL] He's listed as a dependent in our system. Do I maybe need to give you the subscriber?
[AGENT][NEUTRAL] Yes, may I have that name, please?
[CUSTOMER][NEUTRAL] Yeah, it's uh [PII].
[CUSTOMER][NEUTRAL] This is [PII].
[CUSTOMER][POSITIVE] I'm good how are you?
[AGENT][NEUTRAL] I don't have a member in the system.
[CUSTOMER][POSITIVE] OK all right well thank you for checking.
[AGENT][POSITIVE] You're welcome. Thank you for calling American Public Life. Have a great day.
[CUSTOMER][NEUTRAL] I mean.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][NEUTRAL] Bye