AccountId: 011433970860
ContactId: 77c54537-dd71-4cf6-b043-9e5b08003e72
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 100930 ms
Total Talk Time (AGENT): 39949 ms
Total Talk Time (CUSTOMER): 54300 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/29/77c54537-dd71-4cf6-b043-9e5b08003e72_20250429T14:50_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from the provider's office. I need to check um eligibility and claim status for a patient.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] I have a callback number for you, [PII] and that policy policy number.
[CUSTOMER][NEUTRAL] Callback number is [PII].
[CUSTOMER][NEUTRAL] The member ID is A as in Alpha, F as in Frank, L as in Lima M as in Mary F as in Frank, E as in Edward 1683564131.
[AGENT][NEUTRAL] I do apologize, [PII], but that's not a policy number here at American Public Life. We, our policy number starts with numbers. Do you have a copy of the member's card?
[CUSTOMER][NEUTRAL] Yes, I was looking at the card.
[AGENT][NEUTRAL] Does it say American Public Life on the card? Because that's what the card would say American Public Life or Metlink.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It is
[CUSTOMER][NEUTRAL] No, it says American Financial Security Life insurance.
[AGENT][NEGATIVE] Oh, this is American Public Life. This is not the company unfortunately.
[CUSTOMER][POSITIVE] OK. OK, thank you.
[AGENT][NEUTRAL] But I can see if the members in the system if you have their social but that's not our insurance company.
[CUSTOMER][NEGATIVE] Yeah, I think the internet gave me the wrong phone number.
[AGENT][POSITIVE] Oh, I do apologize. You're welcome, [PII]. Thanks for calling API. Have a great day.
[CUSTOMER][POSITIVE] OK. Thank you. I'll contact the patient. No problem. Thank you.
[CUSTOMER][NEUTRAL] Bye.