AccountId: 011433970860
ContactId: 4fd7d8d5-a3f2-4e42-b2cf-d3d2ace7a08e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 141899 ms
Total Talk Time (AGENT): 22029 ms
Total Talk Time (CUSTOMER): 59419 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/31/4fd7d8d5-a3f2-4e42-b2cf-d3d2ace7a08e_20250131T19:44_UTC.wav
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[CUSTOMER][NEUTRAL] Big time.
[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi [PII], good afternoon. I was calling to get some help with verifying eligibility for a patient.
[AGENT][NEUTRAL] May I have your name and a callback number?
[CUSTOMER][NEUTRAL] [PII] last initial [PII] [PII].
[AGENT][NEUTRAL] And may I have the policy number?
[CUSTOMER][NEUTRAL] 002563661.
[AGENT][NEUTRAL] That's 002563661.
[CUSTOMER][NEUTRAL] Yes, that's what it shows.
[CUSTOMER][NEUTRAL] 002563661, yes.
[AGENT][NEUTRAL] OK, that's too many numbers for our policy number. Are you looking at the card?
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] I'm gonna pull the card right now. I was just looking at the.
[CUSTOMER][NEUTRAL] Registration.
[CUSTOMER][NEUTRAL] I just know so.
[CUSTOMER][NEUTRAL] Just waiting for it to load. I'm sorry.
[AGENT][POSITIVE] No problem.
[CUSTOMER][NEUTRAL] I think it's coming up.
[CUSTOMER][NEUTRAL] In the system let's see.
[CUSTOMER][NEGATIVE] This card uh doesn't like the card is scanned.
[CUSTOMER][NEUTRAL] Let's see right here. Oh yes it is.
[CUSTOMER][NEUTRAL] Uh-huh. 002563661.
[AGENT][NEUTRAL] And that's for American Public Life?
[CUSTOMER][NEUTRAL] Yes, it says Loomis. It says Loomis. Oh, this is APL. I'm sorry, disregard.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][POSITIVE] Alrighty, I'll try. You're welcome. Have a great day. Enjoy your weekend.
[AGENT][POSITIVE] Thank you. Bye.
[CUSTOMER][NEUTRAL] Bye bye.