AccountId: 011433970860
ContactId: 5c73c7e9-2f41-446c-a4b1-a4f358f667d5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 84099 ms
Total Talk Time (AGENT): 30553 ms
Total Talk Time (CUSTOMER): 22097 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/04/5c73c7e9-2f41-446c-a4b1-a4f358f667d5_20250304T17:49_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, yes, I just wanted to get some benefits faxed over from the patient.
[AGENT][NEUTRAL] OK, is this on a dental policy that you're needing benefits?
[CUSTOMER][NEUTRAL] Yeah
[AGENT][POSITIVE] Yes, ma'am. I can help you with that. And who am I speaking with, please?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] Thank you and [PII], what is your callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you. And the member's policy number, please.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] It is 0014448198.
[AGENT][NEUTRAL] OK, now, [PII], that's going to be too many numbers to be an APO policy number. Were you trying to reach American Public Life?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I'm not too sure.
[AGENT][NEUTRAL] OK, do you have a copy of your card?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And it should say APL or American Public Life Insurance.
[CUSTOMER][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] OK