AccountId: 011433970860
ContactId: 4201755c-a12f-46df-b5ba-c8b905633dbe
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 128320 ms
Total Talk Time (AGENT): 27668 ms
Total Talk Time (CUSTOMER): 49415 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/11/4201755c-a12f-46df-b5ba-c8b905633dbe_20250411T19:48_UTC.wav
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[AGENT][POSITIVE] Thank you for calling Life. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes, this is [PII]. I'm with East Texas Community Health, and I was calling to see, um, I have this patient in my office and I needed to see what type of coverage this was that she had.
[AGENT][NEUTRAL] OK, may I have the policy number?
[CUSTOMER][NEUTRAL] Um, 16327.
[CUSTOMER][NEUTRAL] Does that sound familiar or would they have more numbers?
[AGENT][NEUTRAL] Are you looking at the
[CUSTOMER][NEUTRAL] I'm looking at her schedule benefits, um, I don't have a card.
[AGENT][NEUTRAL] OK, cause that's not one of our policy numbers.
[CUSTOMER][NEUTRAL] How
[CUSTOMER][NEUTRAL] Can I give you her social or date of birth?
[AGENT][NEUTRAL] Yes, may I have the social please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And may I have a callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] I'm sorry [PII].
[AGENT][NEUTRAL] And you were trying to see what type of policy that she has?
[CUSTOMER][NEUTRAL] Yeah, if it was something that would cover a medical office visit.
[AGENT][NEUTRAL] OK, I'm not seeing that she has any medical with us.
[CUSTOMER][NEUTRAL] No? OK, that's all I needed.
[AGENT][POSITIVE] OK, well I do wanna thank you for calling American Public Life. [PII], have a great day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you bye.