AccountId: 011433970860
ContactId: 17b42b26-2421-4469-9d28-072cd680eccb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 107930 ms
Total Talk Time (AGENT): 40140 ms
Total Talk Time (CUSTOMER): 53418 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=-0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/28/17b42b26-2421-4469-9d28-072cd680eccb_20250228T20:10_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, so, um, I have a patient who is going to be having two procedures done, um.
[CUSTOMER][NEUTRAL] I need to know the coverage. Uh, American Public Life is actually the secondary.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I need to know what percentage they're going to be covering.
[AGENT][NEUTRAL] OK, I can check and see if it's a cover service and may I have your name?
[CUSTOMER][NEUTRAL] Sure, it's [PII]
[AGENT][POSITIVE] Thank you. And may I have a callback number just in case we get disconnected, Miss [PII]?
[CUSTOMER][NEUTRAL] Sure it's [PII].
[AGENT][NEUTRAL] Thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Uh, I have T as in Thomas, C as in Charlie, 6214485.
[AGENT][NEUTRAL] OK, that, that's, that's not our policy number. Do you have the copy of the card for APO?
[CUSTOMER][NEUTRAL] Let me see if I do hold on.
[CUSTOMER][NEUTRAL] Oh, I see what it is they put in the wrong insurance, sorry about that.
[AGENT][NEUTRAL] Mm, it's OK. Um, is there anything else or do you have any other information like that?
[CUSTOMER][NEGATIVE] No, unfortunately, no thank you, they put the wrong insurance oh my [PII].
[AGENT][NEUTRAL] Yeah
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Oh bye.
[CUSTOMER][NEUTRAL] Unbelievable. OK, thanks bye.
[AGENT][NEUTRAL] Oh right.
[AGENT][POSITIVE] You're welcome. Have a good afternoon. Thank you for calling APO.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you bye bye.
[CUSTOMER][NEUTRAL] Bye.