AccountId: 011433970860
ContactId: 0abe5e4e-d706-4399-b292-22e23ee574eb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 70440 ms
Total Talk Time (AGENT): 22488 ms
Total Talk Time (CUSTOMER): 42169 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/25/0abe5e4e-d706-4399-b292-22e23ee574eb_20250325T15:10_UTC.wav
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[AGENT][NEUTRAL] Thanks for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] I would, I would like to um verify whether or not a patient who's being seen in our medical office um still has coverage through Pan American Life.
[AGENT][POSITIVE] Can I have your name and a callback number and I'll be able to assist you.
[CUSTOMER][NEUTRAL] Sure, my name is [PII] and the number is [PII].
[AGENT][NEUTRAL] Thank you and what's the policy number of the member?
[CUSTOMER][NEUTRAL] Um, that would be S like in Sam, E like in elephant, 00243410.
[AGENT][NEUTRAL] So that's not a policy number here at American Public Life. We don't have policy number.
[AGENT][NEUTRAL] Don't start with S.
[CUSTOMER][NEUTRAL] Oh, I thought I.
[CUSTOMER][NEGATIVE] I got this number online and I thought it was for Pan American Life. That isn't that isn't this.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] No, we're not affiliated with them. This is American Public Life basically.
[CUSTOMER][NEUTRAL] No? OK.
[CUSTOMER][POSITIVE] OK, thank you very much.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL. Have a great day. Bye bye.
[CUSTOMER][NEUTRAL] Bye bye.