AccountId: 011433970860
ContactId: 5020ef1b-6c8a-4fb7-b232-7dae0e65efe4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 85150 ms
Total Talk Time (AGENT): 20149 ms
Total Talk Time (CUSTOMER): 46110 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/18/5020ef1b-6c8a-4fb7-b232-7dae0e65efe4_20250418T17:32_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, I just need to check eligibility on a patient please.
[AGENT][NEUTRAL] OK, and your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And [PII], what's the policy number?
[CUSTOMER][NEUTRAL] The policy number is 0100000065.
[AGENT][NEUTRAL] Um, you have a copy of the card?
[CUSTOMER][NEUTRAL] Um, let me see if it's in here.
[AGENT][NEUTRAL] Mm, that's not one of our numbers.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yes, that is the policy that is, that's the number that's on the card.
[AGENT][NEUTRAL] What's the name of the insurance company on the card?
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] It's kind of hard to read it just worn out.
[CUSTOMER][NEUTRAL] Um, let's see.
[CUSTOMER][NEUTRAL] Combined insurance administrative.
[AGENT][NEUTRAL] OK, so you're speaking with American Public Life.
[CUSTOMER][NEUTRAL] Company.
[CUSTOMER][POSITIVE] Oh, I'm sorry.
[CUSTOMER][NEUTRAL] I didn't know. I must have hit the wrong numbers. I'm sorry about that.
[AGENT][NEUTRAL] No worries, [PII]. Anything else?
[CUSTOMER][POSITIVE] That's it, thank you.
[AGENT][POSITIVE] OK. You're welcome. Thanks for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] Mhm bye bye.
[CUSTOMER][NEUTRAL] You too.