AccountId: 011433970860
ContactId: 4dfab926-e3af-4e32-8381-398254f73349
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 202240 ms
Total Talk Time (AGENT): 66431 ms
Total Talk Time (CUSTOMER): 76548 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/28/4dfab926-e3af-4e32-8381-398254f73349_20250428T16:30_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, good morning. This is [PII] from Serenity Primary Care. Uh, I just want to verify the benefits and, uh, coverage of this patient.
[AGENT][POSITIVE] OK, sure. I can assist you with the eligibility and benefits, Miss [PII]. May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Sure, uh, one moment, please.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Callback number [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] May I have the patient's policy number?
[CUSTOMER][NEUTRAL] A for Alpha, F for Frank, L for Lima, M for Mike, F for Frank, E for Echo, A for Alpha, 68.
[CUSTOMER][NEUTRAL] 35
[CUSTOMER][NEUTRAL] 454-77
[AGENT][NEUTRAL] Ms. [PII], that's not our number. It's, it's too long to be in our numbers, um.
[AGENT][NEGATIVE] Our numbers are really, really short. They start with a 0 followed by 7 digits, no letters.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh OK.
[AGENT][NEUTRAL] Do you see anything like that?
[CUSTOMER][NEUTRAL] Uh, could you please try using the name?
[CUSTOMER][NEUTRAL] And date of birth?
[AGENT][NEUTRAL] Uh-huh. Sure. What's the spelling of the last name?
[CUSTOMER][NEUTRAL] Uh, last name is [PII].
[AGENT][NEUTRAL] OK, [PII].
[CUSTOMER][POSITIVE] Yes, correct.
[AGENT][NEUTRAL] OK, and the first name?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][POSITIVE] Thank you, let me see if I can find this one. OK, one moment.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Nothing came up with that name. Um, Ms. [PII], what's the name on the, of the company, the insurance company? Is it American Public Life?
[CUSTOMER][NEUTRAL] I'm sorry?
[AGENT][NEUTRAL] OK, you're calling American Public Life. Is that the company that you need to call?
[CUSTOMER][NEUTRAL] Americans, I'm sorry. American Financial Security.
[AGENT][NEUTRAL] Yeah, we're not American Financial security. This is American Public life insurance. It's OK.
[CUSTOMER][NEUTRAL] Is this
[CUSTOMER][POSITIVE] OK, I'm sorry.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][NEUTRAL] You're welcome. Is there anything else?