AccountId: 011433970860
ContactId: 251b074d-78c6-47ff-9414-0959194855d4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 117870 ms
Total Talk Time (AGENT): 44574 ms
Total Talk Time (CUSTOMER): 52509 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/05/251b074d-78c6-47ff-9414-0959194855d4_20250305T16:32_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling speaking. May I help you?
[CUSTOMER][NEUTRAL] Hello?
[AGENT][POSITIVE] Yes, ma'am. Good morning. Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, I'm calling from my provider's office and I'm calling to verify the uh American Public Life Insurance Company.
[AGENT][NEUTRAL] OK, and your name is?
[CUSTOMER][NEUTRAL] My name is [PII], and your name?
[AGENT][NEUTRAL] It's [PII] last initial [PII] and Ms. [PII], what is that policy number, please?
[CUSTOMER][NEUTRAL] OK, 02024976 ML 8.
[AGENT][NEUTRAL] OK, thank you. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you, ma'am. And verify the patient's name, date of birth.
[CUSTOMER][NEUTRAL] May May.
[CUSTOMER][NEUTRAL] [PII], do you want me to spell the last name?
[AGENT][NEUTRAL] No, ma'am.
[CUSTOMER][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] OK, and I'm sorry, you're calling to verify benefits for this patient?
[CUSTOMER][NEUTRAL] Yes, I need to know whether you cover uh.
[CUSTOMER][NEUTRAL] Uh, primary care physicians co-payments.
[AGENT][NEGATIVE] OK. Well, I sure they had a policy with us, but it terminated [PII], and I don't show any active coverage.
[CUSTOMER][NEUTRAL] Oh, [PII].
[CUSTOMER][NEUTRAL] [PII]. OK, I mean [PII]. OK.
[CUSTOMER][NEUTRAL] OK, do I have a reference number?
[AGENT][NEUTRAL] Uh, no, ma'am, we don't give reference numbers, but if you like, you may use my name at today's date.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] Oh, you're welcome. Thank you for calling APL. Have a great day, Ms. [PII].
[CUSTOMER][NEUTRAL] OK bye.