AccountId: 011433970860
ContactId: 0a97e414-ae1c-4070-91c3-bdef3bc6e655
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 167779 ms
Total Talk Time (AGENT): 42467 ms
Total Talk Time (CUSTOMER): 62770 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/14/0a97e414-ae1c-4070-91c3-bdef3bc6e655_20250414T16:26_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][POSITIVE] Um, yes, I am a provider, so I hope I'm in the right section to try to get eligibility and benefits for a patient we're gonna be getting.
[AGENT][NEUTRAL] OK, and may I ask who's calling?
[CUSTOMER][NEUTRAL] Yes this is [PII].
[AGENT][NEUTRAL] And do you have a phone number I can get in case we get disconnected I can call you back?
[CUSTOMER][NEUTRAL] Yes, ma'am, it's [PII].
[AGENT][NEUTRAL] And do you have their policy number?
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] It is let's see 12.
[CUSTOMER][NEUTRAL] 500 and then 7,881,910.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Thank you. Hold on one moment please.
[AGENT][NEUTRAL] OK, that's not one of our policy numbers. Do you have their social?
[CUSTOMER][NEUTRAL] I do, yes, is this the American Republic Insurance Company?
[AGENT][NEUTRAL] It's American Public Life Insurance APL.
[CUSTOMER][NEUTRAL] Or not
[CUSTOMER][NEUTRAL] Live, I bet. OK, I had to Google the number so I might have the wrong number.
[AGENT][NEUTRAL] I'll look up their social if you have it.
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] Just to be on the safe side, yes, ma'am. It is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. Hold on one moment, please.
[AGENT][NEUTRAL] No, ma'am. I'm not finding in that social in our system. Do you want me to try to look it up by their name?
[CUSTOMER][NEUTRAL] No ma'am, if y'all are American Life, then this is a Medicare supplement policy, so I will try to Google something else to see if I can go for a phone number.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right thank you I appreciate it.
[AGENT][POSITIVE] Thank you, [PII], for calling APL. You have a good day.
[CUSTOMER][POSITIVE] You too. Thank you.
[AGENT][NEUTRAL] Bye bye.