AccountId: 011433970860
ContactId: 12a816c3-1fcc-4709-afad-97f8c1f356d4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 119059 ms
Total Talk Time (AGENT): 20850 ms
Total Talk Time (CUSTOMER): 52782 ms
Interruptions: 0
Overall Sentiment: AGENT=2.2, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/18/12a816c3-1fcc-4709-afad-97f8c1f356d4_20250618T17:24_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, hey, actually, my name is [PII]. I'm calling from provider's office.
[CUSTOMER][NEUTRAL] Actually I just wanted to check some benefits of member.
[AGENT][NEUTRAL] OK, I can help you with benefits, [PII]. Do you have a good callback number?
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[AGENT][NEUTRAL] The policy number for the patient?
[CUSTOMER][NEUTRAL] Just a amount I you to.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Please wait for a moment.
[CUSTOMER][NEGATIVE] Oh no.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh, so
[CUSTOMER][NEUTRAL] It is
[CUSTOMER][NEUTRAL] A F
[CUSTOMER][NEUTRAL] L M
[CUSTOMER][NEUTRAL] F E
[CUSTOMER][NEUTRAL] 2684521
[CUSTOMER][NEUTRAL] 937.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] Um, that's not one of our policy numbers. Do you have a different number you can provide, or I can look it up by last name of the patient?
[CUSTOMER][NEUTRAL] Just a moment, I'll check it out.
[CUSTOMER][NEUTRAL] Yeah, actually, no. Actually, patient has American Financial Security Life Insurance.
[AGENT][NEUTRAL] Um, this is American Public Life.
[CUSTOMER][NEUTRAL] This is American public life, so they both are different. So do you have their number?
[AGENT][NEUTRAL] Uh, I, no, I don't have their number.
[CUSTOMER][NEUTRAL] Uh, so this is not your number, that is correct.
[AGENT][POSITIVE] That's correct.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] OK, thank you.