AccountId: 011433970860
ContactId: 0e1882b3-3df8-4ad0-87f4-ec9a28a83e2d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 134559 ms
Total Talk Time (AGENT): 48308 ms
Total Talk Time (CUSTOMER): 60697 ms
Interruptions: 0
Overall Sentiment: AGENT=2.5, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/09/0e1882b3-3df8-4ad0-87f4-ec9a28a83e2d_20250409T20:48_UTC.wav
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[AGENT][POSITIVE] Thank you for calling
[CUSTOMER][NEUTRAL] When I can.
[AGENT][NEUTRAL] [PII], how may I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] from Philly allergy and asthma.
[CUSTOMER][NEUTRAL] I'm calling for eligibility and benefits for a patient and I want to know the network status.
[AGENT][POSITIVE] OK. I can help you with benefits and eligibility.
[AGENT][NEUTRAL] And may I please, and you said your name was [PII]?
[CUSTOMER][NEUTRAL] Uh, no, it's [PII]
[AGENT][POSITIVE] Oh, OK, thank you, Ms. [PII]. I appreciate you spelling that for me and then what is your callback number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] OK. Thank you. It's [PII].
[AGENT][NEUTRAL] Thank you, ma'am. And then may I get the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Of course. So the patient's name, I can spell it, [PII]. It's [PII]
[CUSTOMER][NEUTRAL] And my last name is spelled as [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And the date of birth is [PII].
[AGENT][NEUTRAL] OK, and then
[AGENT][NEUTRAL] Her policy number, please?
[CUSTOMER][NEUTRAL] Yeah, the policy number is um A F L M F E A. Those are the prefixes.
[CUSTOMER][NEUTRAL] And then the number is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Ms. [PII], that is not one of our policy numbers. Do you see another number there?
[CUSTOMER][NEUTRAL] Um, that's, so I um, I'm talking with American Financial Security Life Insurance, right?
[AGENT][NEUTRAL] No, ma'am, you're talking with American Public Life Insurance.
[CUSTOMER][NEUTRAL] Public life insurance, um, OK, got it, I think I'm on the wrong line. Sorry.
[AGENT][POSITIVE] That's OK. That's all right.
[AGENT][POSITIVE] I hope you find the right one and I hope you have a great day. Thank you for calling APL.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Thank you
[AGENT][POSITIVE] You're welcome. Bye bye.
[CUSTOMER][NEUTRAL] Bye bye.