AccountId: 011433970860
ContactId: 0ab15de7-a56c-477c-a244-6dcae940f983
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 169300 ms
Total Talk Time (AGENT): 49696 ms
Total Talk Time (CUSTOMER): 78361 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/09/0ab15de7-a56c-477c-a244-6dcae940f983_20250609T16:29_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] Hi, [PII]. My name is [PII], checking on patient eligibility.
[AGENT][NEUTRAL] May I have a callback number?
[CUSTOMER][NEUTRAL] Yes, it's gonna be [PII].
[AGENT][NEUTRAL] And may I have the policy number?
[CUSTOMER][NEUTRAL] Sure, my policy number is T as in Tango C as in Charlie 3199899. Mm.
[AGENT][NEUTRAL] OK, that's not one of our policy numbers.
[CUSTOMER][NEUTRAL] All right. Could you please check the name or date of birth?
[AGENT][NEUTRAL] May I have the first and last name please?
[CUSTOMER][NEUTRAL] Yeah, the first name is [PII] and the last name is [PII]. Do you want me to spell it?
[AGENT][NEUTRAL] Yes, you would need to spell the first and last name, please.
[CUSTOMER][NEUTRAL] Yes, the first name is [PII]. And the last name is [PII].
[AGENT][NEUTRAL] Thank you. Now, at the first, you said the name is [PII] and it is just spelled [PII] There's no [PII] or anything at the end?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] No,
[CUSTOMER][NEUTRAL] It is [PII]
[AGENT][POSITIVE] OK, [PII]. Thank you.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] go go
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] And may I have the date of birth please?
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][NEUTRAL] OK, I'm not seeing a member in our system by that name.
[CUSTOMER][NEUTRAL] Oh, you're not unable to find the patient?
[AGENT][NEUTRAL] No, I'm not finding a member in our in the system by that name.
[CUSTOMER][NEUTRAL] All right. What is the call reference number?
[AGENT][NEUTRAL] The call reference would be my first name [PII], last initial 8, and today's date.
[CUSTOMER][NEUTRAL] Hello. Could you please spell your name?
[AGENT][NEUTRAL] It is spelled [PII]
[CUSTOMER][NEUTRAL] And today's date, right?
[AGENT][POSITIVE] That is correct.
[CUSTOMER][POSITIVE] All right. Thank you so much.
[AGENT][POSITIVE] You're welcome. Thank you for calling American Public.