AccountId: 011433970860
ContactId: 59eabcd9-a71d-4e6b-86e4-d8f1597be94f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 61840 ms
Total Talk Time (AGENT): 23701 ms
Total Talk Time (CUSTOMER): 30548 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/09/59eabcd9-a71d-4e6b-86e4-d8f1597be94f_20250109T21:17_UTC.wav
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[AGENT][POSITIVE] Good afternoon thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, I'm [PII] with Mosaic Life Care, and I'm trying to verify eligibility for a patient, please.
[AGENT][POSITIVE] [PII], it would be a pleasure to assist you with that eligibility. What is a good call back number in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and what is the policy number for the patient, please?
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] That is going to be 000AM like Michael, S like Sam, 031516.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Mm, that is not the APL policy number.
[CUSTOMER][NEUTRAL] Am I calling American Republic Life um supplement?
[AGENT][NEUTRAL] You're actually calling American Public Life.
[CUSTOMER][POSITIVE] Um, I have a feeling. OK, thank you so much. I'm going to give them a call. Have a great day. Bye-bye.