AccountId: 011433970860
ContactId: 65b75383-cc12-462f-8c7b-18413089219a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 112099 ms
Total Talk Time (AGENT): 50521 ms
Total Talk Time (CUSTOMER): 40793 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/09/65b75383-cc12-462f-8c7b-18413089219a_20250609T20:07_UTC.wav
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[AGENT][POSITIVE] Thank you for calling American Public Life. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, I need to check benefits for patients.
[AGENT][NEUTRAL] OK, I can help you with that. May I have your name and a callback number?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, thank you and [PII], what is the policy number you're calling on?
[CUSTOMER][NEUTRAL] I do not have the policy number. I have her email or excuse me, social.
[AGENT][NEUTRAL] OK, let me get to a different screen.
[AGENT][NEUTRAL] OK, and what is the social?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, I'm not pulling her social in our system.
[AGENT][NEUTRAL] She should definitely, let me make sure I have it right. [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK.
[CUSTOMER][MIXED] OK, they probably put the wrong entrance in there, but thank you for checking.
[AGENT][NEUTRAL] What is, OK. Let me make sure because they're, what is her name again?
[CUSTOMER][NEUTRAL] It's [PII]
[CUSTOMER][NEUTRAL] And last name is [PII]
[AGENT][NEUTRAL] OK, no, uh, there was a social one number off. I just thought maybe it was incorrect, but I don't, I'm not pulling her name, um, up in our system.
[CUSTOMER][POSITIVE] OK, well thank you so much.
[AGENT][POSITIVE] You're welcome you have a wonderful day. Thank you for calling APL bye bye.
[CUSTOMER][NEUTRAL] You too.
[CUSTOMER][NEUTRAL] Uh-huh