AccountId: 011433970860
ContactId: 0dff7e24-841f-4102-aee8-6a9452f34f2a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 139750 ms
Total Talk Time (AGENT): 58080 ms
Total Talk Time (CUSTOMER): 53007 ms
Interruptions: 1
Overall Sentiment: AGENT=0.9, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/09/0dff7e24-841f-4102-aee8-6a9452f34f2a_20250109T19:56_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Good afternoon [PII]. I'm calling for Benefi please.
[AGENT][POSITIVE] Well, it would be my pleasure to assist you. May I ask your name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Hi again, [PII]. Is it, is your callback number [PII]?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] All right. I've still got your information. I can help you with that claim status. What is this policy's, uh, patient's policy number?
[CUSTOMER][NEUTRAL] I have what is it? 001380239.
[AGENT][NEUTRAL] And that patient's name and date of birth?
[CUSTOMER][NEUTRAL] Her name is [PII], [PII].
[AGENT][NEUTRAL] OK, so that is.
[AGENT][NEGATIVE] That didn't come up.
[AGENT][NEUTRAL] For that patient.
[AGENT][NEUTRAL] What is the last name again? Do you mind spelling it?
[CUSTOMER][NEUTRAL] Yeah, it's it's [PII]
[AGENT][NEUTRAL] And the first name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] And what is [PII]'s date of birth?
[CUSTOMER][NEUTRAL] Um [PII].
[AGENT][NEUTRAL] I'm trying to locate her, and it is for an APL policy.
[CUSTOMER][NEUTRAL] It's they say it's American, uh trans American.
[AGENT][NEUTRAL] OK, so that is a different company. We are APL, American Public Life.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Mhm mhm.
[CUSTOMER][POSITIVE] OK, let me call another number that I have. Thank you, ma'am.
[AGENT][POSITIVE] Oh, it's my pleasure to talk to you again and thank you for calling ETO. Have a great afternoon if I don't talk to you again. Take care.
[CUSTOMER][POSITIVE] Yes, ma'am. Thank you. You too, ma'am. Yes, bye bye. You too. Bye.
[AGENT][NEUTRAL] Bye-bye.