AccountId: 011433970860
ContactId: 6fbdf756-a259-47db-a952-3ed5850b6867
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 109500 ms
Total Talk Time (AGENT): 44250 ms
Total Talk Time (CUSTOMER): 41658 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/20/6fbdf756-a259-47db-a952-3ed5850b6867_20250620T18:52_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Oh yes, hi [PII]. My name is [PII] last name initial [PII] calling from the provider's office checking for patient eligibility.
[AGENT][NEUTRAL] OK, [PII], you're just needing eligibility. You do not need benefits. Is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Yes, I can help you with eligibility. And what is your callback number?
[CUSTOMER][NEUTRAL] Yes, uh, my direct phone number is [PII], right?
[AGENT][NEUTRAL] Did you say [PII]? Is that correct?
[CUSTOMER][NEUTRAL] Yes, yes.
[AGENT][NEUTRAL] Thank you. And what is the patient's policy number?
[CUSTOMER][NEUTRAL] Yeah, what we have on record is 045112290.
[AGENT][NEUTRAL] I'm sorry, give me that number again.
[CUSTOMER][NEUTRAL] Yeah, sure, um, policy number 045112290.
[AGENT][NEUTRAL] OK, so that is not gonna be a valid policy number for APL. You said 045112290?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes, so that's not a valid number for American Public Life. Is that the company that you were trying to reach, [PII]?
[CUSTOMER][NEUTRAL] Let me just make sure one second here.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Uh, um, I checked the patient card and I do show here.
[CUSTOMER][NEUTRAL] American Progressive Web in health.
[AGENT][NEUTRAL] OK, you've called the wrong company, [PII].
[CUSTOMER][POSITIVE] All right, uh, no worries. Uh, thank you. Uh, that's all I need for today. Have a good one.
[AGENT][NEUTRAL] OK
[AGENT][POSITIVE] Oh, OK. Well, I hope you have a nice day too, and thank you again for calling APL.
[CUSTOMER][POSITIVE] Thank you. Bye.
[AGENT][NEUTRAL] Mhm bye bye