AccountId: 011433970860
ContactId: 5272bb96-0ddc-43dc-b66f-80f133bfa36d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 139169 ms
Total Talk Time (AGENT): 43150 ms
Total Talk Time (CUSTOMER): 59277 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=1.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/08/5272bb96-0ddc-43dc-b66f-80f133bfa36d_20250508T15:18_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] Yeah, hi, this is [PII] calling from Pure Diagnostics to check on eligibility. How are you doing today?
[AGENT][POSITIVE] I'm good, thank you. How about you, Mr. [PII]?
[CUSTOMER][POSITIVE] Um, so far so good. Now it's be better after talking to you. Do you mind spelling your name?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK. Sure. My name is [PII]. That's [PII] [PII].
[AGENT][NEUTRAL] And may I have a callback number just in case we get disconnected, Mr. [PII]?
[CUSTOMER][POSITIVE] Awesome so
[CUSTOMER][NEUTRAL] Of course.
[CUSTOMER][NEUTRAL] And that's gonna be
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] It's a direct line you can call me any time.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Yeah, sure. And that's gonna be U as in Uniform, S as in Sierra 00199182.
[AGENT][NEUTRAL] Mm OK. Uh, do you have the copy of our card, Mr. [PII]? That number is not ours.
[CUSTOMER][NEUTRAL] I'm sorry. Is the policy or else where I have been landed up American.
[CUSTOMER][NEUTRAL] Plan American Life.
[AGENT][NEUTRAL] Uh no, this is APL, American Public Life.
[CUSTOMER][POSITIVE] Oh, I really apologize. Sorry for the bother. And by any chance, do you have a contact number to reach Plan American Life Providers?
[AGENT][NEUTRAL] We don't have any numbers for any other entities.
[CUSTOMER][NEUTRAL] Service
[CUSTOMER][POSITIVE] No problem. I appreciate it. Thank you so much. I wish you have a wonderful rest of your day. Bye for now.
[AGENT][NEUTRAL] Mm.
[AGENT][POSITIVE] You as well, Mr. [PII], and thank you for calling APL. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] Goodbye.
[CUSTOMER][NEGATIVE] You are on hold.