AccountId: 011433970860
ContactId: 2fb87db8-79ce-4b4f-b245-168b1d86dfef
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 125739 ms
Total Talk Time (AGENT): 48440 ms
Total Talk Time (CUSTOMER): 62246 ms
Interruptions: 1
Overall Sentiment: AGENT=1.3, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/02/2fb87db8-79ce-4b4f-b245-168b1d86dfef_20250102T14:57_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Good morning. My name is [PII]. I'm calling for benefits for a patient, please.
[AGENT][POSITIVE] OK, sure, I can assist you with benefits and may I have a callback number just in case we get disconnected Miss [PII]?
[CUSTOMER][NEUTRAL] Sure, my callback number is [PII].
[AGENT][NEUTRAL] Thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Sure it's 26 N as in Nancy, W as in West 80.
[AGENT][NEUTRAL] Um, Miss [PII], that's not our policy number. We don't have any letters in the middle of our numbers.
[CUSTOMER][NEUTRAL] I didn't think so. Um, could you search by social and date of birth and name?
[AGENT][NEUTRAL] Yes, I can. Let me go ahead and just pull a different system really quick.
[AGENT][NEUTRAL] OK, there we go, let me have that social.
[CUSTOMER][NEUTRAL] Give me 1 2nd.
[CUSTOMER][NEUTRAL] Well, you know what, hold on one quick second.
[CUSTOMER][NEUTRAL] It is, I actually found the member ID. It's K 32626004.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] That's not a number either.
[CUSTOMER][NEUTRAL] What?
[AGENT][NEUTRAL] And yeah, that number starts with a 0 followed by 7 digits. There's like an ML after, but there's no um letters in the beginning or the middle.
[CUSTOMER][NEUTRAL] Hold on, let me see.
[CUSTOMER][NEUTRAL] That's the group.
[CUSTOMER][NEUTRAL] Huh.
[CUSTOMER][POSITIVE] All right, this is interesting.
[CUSTOMER][POSITIVE] And that's what we've been sending and this is Florida Combined Life.
[AGENT][NEUTRAL] No, this is American public life.
[CUSTOMER][POSITIVE] Girl, no wonder she gave me the wrong insurance. OK, awesome, thank you so much.
[AGENT][NEUTRAL] OK
[AGENT][POSITIVE] You're welcome, sir. Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] OK, alright.
[CUSTOMER][NEUTRAL] No, that's it.
[AGENT][POSITIVE] All right. Have a good day. Bye-bye.
[CUSTOMER][POSITIVE] OK, you too honey bye.
[AGENT][NEUTRAL] Mhm.