AccountId: 011433970860
ContactId: 32775adf-2ab8-4635-8e12-9d35ab42417d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 216419 ms
Total Talk Time (AGENT): 23335 ms
Total Talk Time (CUSTOMER): 63105 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/20/32775adf-2ab8-4635-8e12-9d35ab42417d_20250620T14:00_UTC.wav
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[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Hi, I can't hear you.
[AGENT][NEUTRAL] This
[CUSTOMER][NEUTRAL] Hello.
[AGENT][POSITIVE] Thanks for calling APL.
[AGENT][NEUTRAL] I
[CUSTOMER][NEUTRAL] Hi [PII], I can barely hear you on your phone. Can you turn it up some?
[AGENT][NEUTRAL] Can you hear me better?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Not really, but I'll make you do. I'm calling, hello, can you hear me?
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] I can hear you, but I'm not sure if you are.
[CUSTOMER][MIXED] I'm able to hear you, but it's kind of low, but I'll make it work.
[CUSTOMER][NEUTRAL] I'm calling to see if if you could let me know if a patient's insurance is active.
[CUSTOMER][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEGATIVE] Not really, no.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Can I have your call back number just in case the call is disconnected?
[CUSTOMER][NEUTRAL] Um, we really don't have a callback number because if you call us back it's gonna send you to our call center.
[AGENT][NEUTRAL] I
[CUSTOMER][POSITIVE] Alright, I'll give you one.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] house
[CUSTOMER][NEUTRAL] Extension
[CUSTOMER][NEUTRAL] Hold on, let me give you my extension. It's [PII].
[AGENT][NEUTRAL] What
[CUSTOMER][NEUTRAL] The policy number is 02639946.
[AGENT][NEUTRAL] your
[CUSTOMER][NEUTRAL] Her name is [PII] and her date of birth is [PII].
[CUSTOMER][NEUTRAL] I'm sorry, what happened?
[AGENT][NEUTRAL] You call to verify
[AGENT][NEUTRAL] For what
[CUSTOMER][NEUTRAL] Um, for her obstetrician, OB, I'm calling to verify it.
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] So this actually has often
[AGENT][NEUTRAL] Her calendar
[AGENT][NEUTRAL] B
[CUSTOMER][NEUTRAL] I can barely hear you honestly.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, so she is active?
[AGENT][NEUTRAL] how
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] What happened?
[CUSTOMER][NEUTRAL] And then the name of the insurance is American Public Life.
[AGENT][NEUTRAL] This is American
[CUSTOMER][NEUTRAL] Her policy is what?
[CUSTOMER][NEUTRAL] OK, thank you, uh, because I can't hear you.