AccountId: 011433970860
ContactId: 5f1d98fc-a811-4e03-8553-1adb9a30b80f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 123980 ms
Total Talk Time (AGENT): 38731 ms
Total Talk Time (CUSTOMER): 58824 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/20/5f1d98fc-a811-4e03-8553-1adb9a30b80f_20250220T14:56_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] and I'm calling from a physical therapy office to get eligibility and benefits for a patient.
[AGENT][NEUTRAL] I can verify benefits and eligibility. May I have a policy number?
[CUSTOMER][NEUTRAL] Uh yes, that's M as in Mike.
[CUSTOMER][NEUTRAL] And then it's 00.
[CUSTOMER][NEUTRAL] 00021590
[AGENT][NEUTRAL] I do apologize, that is not our policy number.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] I can do a name search.
[CUSTOMER][NEUTRAL] Hi
[CUSTOMER][NEUTRAL] Um, OK.
[AGENT][NEUTRAL] May I have the first and last name?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yeah, her first name is [PII], so it's [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And last name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And date of birth?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And can I have a good call back number for you?
[CUSTOMER][NEUTRAL] Yeah, [PII], and that's a direct line.
[AGENT][POSITIVE] Thank you one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And would she be the policy holder or subscriber?
[CUSTOMER][POSITIVE] Should probably be the uh the yeah, the subscriber.
[AGENT][NEUTRAL] OK, because I'm not pulling her up by name. Do you have her social security number?
[CUSTOMER][NEUTRAL] No, we don't. That's OK though. I will do some more investigating.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] I do apologize, [PII]. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] That's OK.
[CUSTOMER][NEUTRAL] No, that's it.
[AGENT][POSITIVE] Thank you for calling American Public Life, [PII]. Have a great day. Bye-bye.
[CUSTOMER][POSITIVE] Thank you, you too.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] Bye.