AccountId: 011433970860
ContactId: 1f28632b-9772-4689-979f-d04ac29e81bf
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 91660 ms
Total Talk Time (AGENT): 40887 ms
Total Talk Time (CUSTOMER): 42539 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/16/1f28632b-9772-4689-979f-d04ac29e81bf_20250516T12:32_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Thank you for contacting. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] I, I can't hear you. You sound muffled.
[AGENT][NEUTRAL] OK, can you hear me now?
[CUSTOMER][NEUTRAL] I hear you a little better.
[AGENT][NEUTRAL] OK, my name is [PII]. I'm with American Public Life. How may I help you?
[CUSTOMER][NEUTRAL] Hi, I'm calling from Jackson West Medical Center and I just needed to verify a patient's uh active benefits, and you said your name was [PII]?
[AGENT][POSITIVE] Yes, that's correct, and I'm sorry, I didn't catch your name.
[CUSTOMER][NEUTRAL] [PII] [PII], the first initial of your last name if you don't mind.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] It's [PII], and, and [PII], what is that policy number that we're looking at today?
[CUSTOMER][NEUTRAL] It is 02503160.
[AGENT][NEUTRAL] Thank you. Now, I, I will tell you that my systems are down right now. So if I could get a good callback number as soon as they come up this then they're expected to this morning, then I can call you back and um.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] Oh beautiful. OK.
[AGENT][NEUTRAL] What is your callback number for you, please?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]. That is my direct line so and and and the uh voice messages are encrypted so you can leave a voicemail.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, I appreciate that. Thank you very much. I'm expecting the system to come back uh later this morning and so I will call you at [PII].
[CUSTOMER][POSITIVE] Perfect, that'd be fantastic. Thank you so much [PII].
[AGENT][POSITIVE] Thank you for contacting A