AccountId: 011433970860
ContactId: 2a95c777-cf19-4036-80ae-a359d52f165d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 90540 ms
Total Talk Time (AGENT): 35009 ms
Total Talk Time (CUSTOMER): 48042 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/24/2a95c777-cf19-4036-80ae-a359d52f165d_20250224T17:04_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], my name is [PII] spelled [PII]. I am calling to verify a patient's plan and to see if authorization is required for a procedure.
[AGENT][POSITIVE] OK, well, I'll be more than happy to assist you with the eligibility and authorization. And can, may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for that. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] A as in apple, F as in Frank, L as in Larry, M as in Mary, F as in Frank, E as in Edward, A as in apple.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 683 7 mm you said mm mm.
[AGENT][NEUTRAL] Hold on one second. So AP, our policy numbers don't have letters unless it's an ML 7 or 8 at the end. It should start with a 01 or 02.
[AGENT][NEUTRAL] Do you have their card there with you?
[CUSTOMER][NEUTRAL] Nope.
[CUSTOMER][NEUTRAL] I have the card, but they didn't give me the back of the card, they just gave me the front of the card.
[AGENT][NEUTRAL] On the front, so to the top.
[CUSTOMER][NEUTRAL] It says American Financial Security. I'm sorry, it says American Financial Security Life Insurance Company, First Health Network, and then Sigma Care Plus 100A.
[AGENT][NEUTRAL] OK, so this is a different company. So I don't know what was the first name you said? This is American Public Life, but we're not who you just said.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][POSITIVE] Thank