AccountId: 011433970860
ContactId: 7f5a5245-279e-46d5-92ba-8a32215bbccc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 185580 ms
Total Talk Time (AGENT): 65334 ms
Total Talk Time (CUSTOMER): 70605 ms
Interruptions: 1
Overall Sentiment: AGENT=0.2, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/01/7f5a5245-279e-46d5-92ba-8a32215bbccc_20250401T18:03_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, I'm [PII], and my last initial would be [PII].
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Hi, [PII], what is a good callback number, please?
[CUSTOMER][NEUTRAL] [PII] and the extension will be [PII].
[AGENT][NEUTRAL] Do you mind repeating that extension, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]. Thank you. [PII], what is the policy number please?
[CUSTOMER][NEUTRAL] And the policy number will be 724680698.
[AGENT][NEUTRAL] That is not an APL policy number. Do you have the policy certificate number for APL?
[CUSTOMER][NEUTRAL] Uh, I just have this, uh, member ID for, uh, I just have only this member ID.
[AGENT][NEUTRAL] And what insurance is that for? Do you have the ID card?
[CUSTOMER][NEUTRAL] It was
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] It's for the American public life.
[AGENT][NEUTRAL] Are you looking at the ID card?
[CUSTOMER][NEUTRAL] Uh, no, I just have the member details.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Because that's not our policy number, let's do a name search. What is the last name of the patient?
[CUSTOMER][NEUTRAL] OK. And the member's uh first name will be?
[CUSTOMER][NEUTRAL] Uh [PII]
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And the last name?
[CUSTOMER][NEUTRAL] And the second name would be [PII]
[CUSTOMER][NEUTRAL] With the date of birth, [PII].
[CUSTOMER][NEUTRAL] I don't.
[AGENT][NEUTRAL] I am not locating that patient. Do you have the social?
[CUSTOMER][NEGATIVE] Uh, no.
[AGENT][NEUTRAL] I'm not able to locate that patient in our system.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] So don't have this member details.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] No, I'm not able to locate it in our system, not by that. Of course that policy number is not our number.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEGATIVE] And I'm unable to locate the name.
[CUSTOMER][NEUTRAL] OK. OK.
[CUSTOMER][NEUTRAL] OK. Can you please tell me your name with the initial?
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] And the call reference number?
[AGENT][NEUTRAL] My reference number is my name and today's date.
[CUSTOMER][POSITIVE] OK, thank you so much for the details you got it.
[AGENT][NEUTRAL] And is there anything else I can help you with, [PII]?
[CUSTOMER][NEUTRAL] No.
[AGENT][POSITIVE] Well, thank you for calling