AccountId: 011433970860
ContactId: 0ed60d3a-6d2e-4045-b688-d9702d0c48ff
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 204399 ms
Total Talk Time (AGENT): 55432 ms
Total Talk Time (CUSTOMER): 97729 ms
Interruptions: 1
Overall Sentiment: AGENT=1.8, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/30/0ed60d3a-6d2e-4045-b688-d9702d0c48ff_20250430T16:50_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL this is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from Bethesda Hospital pre-registration. I was calling to get benefit information in reference to a member. Can I have the first initial of your last name?
[AGENT][POSITIVE] Sure it's [PII] and yeah I can definitely check those benefits for you. um [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And then do you have that policy number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, I'm so sorry, could you repeat that?
[CUSTOMER][NEUTRAL] 9501 24 5206
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so that's going to be a bit too long to be one of our policy numbers, [PII], um, do you maybe have their social I could search for them.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Um, give me one moment, let me see if there is one on file.
[CUSTOMER][NEUTRAL] No, we don't have the social on file.
[CUSTOMER][NEUTRAL] Uh, let me see if they scan if maybe they.
[AGENT][NEUTRAL] OK, uh, the only other way I can purchase if you, um.
[AGENT][NEUTRAL] Sure, I can also um if you wouldn't mind spelling out the first and last name um I can do that as well.
[CUSTOMER][NEUTRAL] OK. Last name is [PII]. That's [PII] 1st name is [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] OK thank you
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][NEUTRAL] And then um
[AGENT][NEUTRAL] I'm sorry, what was that?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK thank you and what state uh does this number?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] This will be [PII].
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] OK, I don't have anyone with that name in our system, [PII].
[CUSTOMER][NEUTRAL] Hello
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And this is American Pub?
[AGENT][NEUTRAL] American Public Life.
[CUSTOMER][NEUTRAL] Public life. OK. You said that the policy number is too long and you couldn't find them by name as well, correct?
[AGENT][POSITIVE] Correct.
[CUSTOMER][POSITIVE] Thank you so much. I will try to give them a call to see if they have any other policy.
[AGENT][NEUTRAL] Of course.
[AGENT][POSITIVE] Yeah, sounds good well I hope you have a great rest of your day, [PII]. Thanks for giving us a call.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Bye bye.