AccountId: 011433970860
ContactId: 36e2fa38-dd2f-4283-a400-1f7f98a5a624
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 65919 ms
Total Talk Time (AGENT): 25850 ms
Total Talk Time (CUSTOMER): 25449 ms
Interruptions: 0
Overall Sentiment: AGENT=2.2, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/06/36e2fa38-dd2f-4283-a400-1f7f98a5a624_20250506T19:36_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from Western Surgical Group, and I was trying to get eligibility and benefits for a patient.
[AGENT][POSITIVE] Sure, I can assist you with that. Can I have your name and a callback number?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you, [PII]. What is the policy number of the member?
[CUSTOMER][NEUTRAL] Uh, the letter D as in dog, 46401662.
[AGENT][NEUTRAL] I do apologize. That's not a policy number here at American Public Life.
[AGENT][NEUTRAL] Do you have another policy number or pick up the.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] A cop picture, a copy of the.
[CUSTOMER][NEUTRAL] I do not.
[AGENT][NEUTRAL] Um, let me see what else. Do you have their social?
[CUSTOMER][NEUTRAL] No, I do not.
[CUSTOMER][POSITIVE] I will reach out to the patient. Thank you so much.
[AGENT][POSITIVE] Uh, thanks for calling APL. Have a great day. Bye.
[CUSTOMER][NEUTRAL] You too. Bye.