AccountId: 011433970860
ContactId: 6de93c91-78bf-4457-9ead-6e398fce377c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 101010 ms
Total Talk Time (AGENT): 37538 ms
Total Talk Time (CUSTOMER): 54096 ms
Interruptions: 2
Overall Sentiment: AGENT=3.7, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/19/6de93c91-78bf-4457-9ead-6e398fce377c_20250619T13:14_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][POSITIVE] Pleasant. Good morning, [PII]. How are you?
[AGENT][POSITIVE] I'm great, thanks for asking. How are you?
[CUSTOMER][POSITIVE] I'm doing well thank you for asking and you're most welcome.
[AGENT][POSITIVE] How can I assist you today?
[CUSTOMER][NEUTRAL] My name is [PII] calling from Jackson Memorial Hospital.
[CUSTOMER][NEUTRAL] I am checking to see if this member secondary.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Secondary is active and if it covers specialist copay.
[AGENT][POSITIVE] Can I have a call back number for you [PII] and that policy number and I'll be able to assist you.
[CUSTOMER][NEUTRAL] 3
[CUSTOMER][NEUTRAL] Sure it's [PII]. That's the direct number.
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] Policy number is.
[CUSTOMER][NEUTRAL] T as in Tango. C as in Charlie 496-6790.
[AGENT][NEUTRAL] That's not a policy number here at American Public Life. Could you verify the policy number?
[CUSTOMER][NEUTRAL] That's what I have here.
[AGENT][NEUTRAL] You have a card that says American Public Life with that policy number that you provided because that's not a policy number here. Unfortunately we don't have a policy number that starts with letters, but they may end with a letter but not start with a letter.
[CUSTOMER][NEUTRAL] I'm just looking in the system.
[CUSTOMER][POSITIVE] OK, not a problem. All right, thank you much.
[AGENT][NEUTRAL] Do you have a social?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yeah, let me call the patient and find out what's going on. Let me call her.
[AGENT][POSITIVE] Alrighty, I do apologize. Thanks for calling [PII] have a good day. Bye.
[CUSTOMER][POSITIVE] Alright, thank you, no problem.