AccountId: 011433970860
ContactId: 26fdcf0d-4dc0-4cb5-9435-644647bac152
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 104730 ms
Total Talk Time (AGENT): 37078 ms
Total Talk Time (CUSTOMER): 51888 ms
Interruptions: 1
Overall Sentiment: AGENT=0.9, CUSTOMER=3.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/04/26fdcf0d-4dc0-4cb5-9435-644647bac152_20250304T19:49_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from Baptist. I need to get members uh benefits, please.
[AGENT][POSITIVE] OK, I can verify benefits for you and I apologize your name is again?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and [PII], what is that policy number, please?
[CUSTOMER][NEUTRAL] 12, hold on. So yeah, 1221 147.
[AGENT][NEUTRAL] OK, thank you, one moment.
[CUSTOMER][NEUTRAL] You're welcome. Mhm.
[AGENT][NEUTRAL] OK, and do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Absolutely it's [PII].
[AGENT][NEUTRAL] OK, and verify the patient's name, date of birth.
[CUSTOMER][NEUTRAL] [PII], and the date of birth is [PII].
[AGENT][NEUTRAL] Um, don't show them under this policy. You said the policy number is 1221147?
[CUSTOMER][POSITIVE] Yep, that's what I have here for him.
[AGENT][NEUTRAL] And what was the last name? OK.
[CUSTOMER][POSITIVE] Oh wait, I have another one. No, you know what I'm so sorry let me.
[CUSTOMER][POSITIVE] Mm, I know, it's funny because now this one doesn't say it's, it's American Public Life. It says prosperity life. Never mind. Let me go ahead and call them. I wanna say that that's probably who he's with, but they, uh, someone allocated American Public Life. I and I apologize for that.
[AGENT][NEUTRAL] Oh
[AGENT][POSITIVE] Oh no, you're fine. Well, um thank you for calling APL, Ms. [PII], and you have a great day.
[CUSTOMER][POSITIVE] You as well thank you bye.
[AGENT][NEUTRAL] Bye.