AccountId: 011433970860
ContactId: 33c5b7f0-5f16-477d-8672-21ab6e80e647
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 53869 ms
Total Talk Time (AGENT): 17267 ms
Total Talk Time (CUSTOMER): 34173 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/10/33c5b7f0-5f16-477d-8672-21ab6e80e647_20250110T17:09_UTC.wav
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[AGENT][NEUTRAL] Calling APL. This is. How may I assist you?
[CUSTOMER][NEUTRAL] Yes, um, this is [PII]. I'm calling from Northside Surgical. Is this 90 Degree benefits?
[AGENT][NEUTRAL] Um, this is American Public Life. Are you contacting American Public Life?
[CUSTOMER][NEUTRAL] Well, um, they have under I guess a 90 degree benefit, so I'm not sure if that's the.
[AGENT][NEUTRAL] Do you have a policy number so I can see if it's a policy number here?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, uh, D as in Delta, 463-07132.
[AGENT][NEUTRAL] That's not pulling up a policy, [PII]. Do you have a social?
[CUSTOMER][NEUTRAL] No, I don't. I'm gonna contact the patient because we gotta find out, you know, yeah, you know what I mean, who may they have for their benefits and.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Thank you guys. All right, thank you. I appreciate your help. OK, thank you. Bye.
[AGENT][POSITIVE] You're welcome thanks for calling APO. Have a good day bye bye.