AccountId: 011433970860
ContactId: 4a24a2fa-faa5-4ac9-9c9a-128ca6e103df
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 105389 ms
Total Talk Time (AGENT): 33270 ms
Total Talk Time (CUSTOMER): 40963 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/04/4a24a2fa-faa5-4ac9-9c9a-128ca6e103df_20250604T13:57_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hey, this is [PII], uh, with Mosaic Life Care pre-registration. I am calling to get register benefits and eligibility. Good gracious, on one of our patients. I don't know what I'm saying.
[AGENT][NEUTRAL] No, I understand. I was like that yesterday, Ms. [PII], and what's that policy number, please?
[CUSTOMER][NEUTRAL] Uh, it is 000 C as in Charlie 10047987.
[AGENT][NEUTRAL] Uh, it's not one of our policy numbers. Do you have the patient's name, date of birth?
[CUSTOMER][NEUTRAL] [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK, give me one moment.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] I did not show her in our system.
[AGENT][NEUTRAL] Uh, do you have a copy of her card? Because I don't show her in our system.
[CUSTOMER][NEUTRAL] Uh, I pull this up here.
[CUSTOMER][NEUTRAL] I have the American Republic Corp um.
[AGENT][NEUTRAL] Oh, that's different from our company.
[CUSTOMER][NEUTRAL] And the number I have.
[CUSTOMER][NEUTRAL] I don't know why your guys' information is put on here then I'm so sorry.
[AGENT][POSITIVE] No, you're fine. It happens. Uh, well, thank you for calling APL. You have a great day, Ms. [PII].
[CUSTOMER][POSITIVE] Thank you. You too.
[AGENT][NEUTRAL] Mm bye.
[CUSTOMER][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] What in the world?