AccountId: 011433970860
ContactId: 4fe76320-dbaa-4b2a-953e-b6ec85f3fd08
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 113599 ms
Total Talk Time (AGENT): 21899 ms
Total Talk Time (CUSTOMER): 48967 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/13/4fe76320-dbaa-4b2a-953e-b6ec85f3fd08_20250313T15:03_UTC.wav
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[AGENT][POSITIVE] Thank you for calling Life. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII], and I am checking eligibility for a patient that we've seen.
[AGENT][NEUTRAL] May I please have a callback number?
[CUSTOMER][NEUTRAL] Sure. [PII].
[AGENT][NEUTRAL] And the policy number.
[CUSTOMER][NEUTRAL] It is 000 A as in apple, M as in Mary, S as in Sam 032013.
[AGENT][NEUTRAL] That's not one of our policy numbers.
[CUSTOMER][NEGATIVE] It's not OK.
[CUSTOMER][NEUTRAL] All right, I will.
[CUSTOMER][POSITIVE] Take a look at the card again. I'm sorry about that.
[AGENT][NEUTRAL] OK, did you want me to check by the name?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][POSITIVE] You could, yeah, absolutely. It is [PII]
[CUSTOMER][NEUTRAL] And then the last name is [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, we don't have a member in the system by that name.
[CUSTOMER][NEUTRAL] You don't. OK. Uh, well, thank you for checking.
[AGENT][NEUTRAL] No.
[AGENT][POSITIVE] You're welcome and thank you so much for calling American Public Life, [PII]. Have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. Bye.