AccountId: 011433970860
ContactId: 4933f119-d551-49e8-83ae-45b1131296c8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 116180 ms
Total Talk Time (AGENT): 37709 ms
Total Talk Time (CUSTOMER): 59391 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/19/4933f119-d551-49e8-83ae-45b1131296c8_20250619T14:00_UTC.wav
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[AGENT][POSITIVE] Thank you for calling American Public Life. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. I am calling for um medical eligibility.
[AGENT][NEUTRAL] OK, I can help you with that. Could I get your name and a callback number?
[CUSTOMER][NEUTRAL] Yes, it's [PII] Callback number is [PII]. I'm at extension [PII].
[AGENT][NEUTRAL] OK, could I get the policy number you're calling on?
[CUSTOMER][NEUTRAL] Yes, I have A F for Frank, L for Larry.
[AGENT][NEUTRAL] OK. That's, that's not one of our policy numbers.
[CUSTOMER][NEGATIVE] Yeah, no.
[AGENT][NEUTRAL] Let me try to pull them by name. What is the last name?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh [PII]. So it's [PII]
[CUSTOMER][NEUTRAL] And then her first name is [PII]
[CUSTOMER][NEUTRAL] Date of birth?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] I do not show we have a.
[CUSTOMER][NEUTRAL] She has an S on the end vents.
[AGENT][NEUTRAL] Mhm. I don't show we have a bandedders in our system.
[CUSTOMER][NEUTRAL] OK. And this is a American Financial Security.
[AGENT][NEUTRAL] Is this for American public?
[AGENT][NEUTRAL] No, this is American Public life.
[CUSTOMER][NEUTRAL] Oh, no, that's uh.
[CUSTOMER][NEUTRAL] American Public Alliance Alliance.
[AGENT][NEUTRAL] Life, L I F E Life. Mhm.
[CUSTOMER][NEUTRAL] Life, OK.
[CUSTOMER][POSITIVE] OK. Thank you. Appreciate it. Bye-bye.
[AGENT][POSITIVE] You're welcome. You have a wonderful day. Bye bye.
[CUSTOMER][NEUTRAL] Yeah