AccountId: 011433970860
ContactId: 849a6ff0-6294-4b78-bab0-af38103a8583
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 104959 ms
Total Talk Time (AGENT): 47061 ms
Total Talk Time (CUSTOMER): 41454 ms
Interruptions: 1
Overall Sentiment: AGENT=0, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/06/849a6ff0-6294-4b78-bab0-af38103a8583_20250306T20:12_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][POSITIVE] Yes, I need to get some eligibility and benefits on a patient.
[AGENT][NEUTRAL] Sure, I can check eligibility and benefits for you. Uh, what was your name?
[CUSTOMER][NEUTRAL] [PII] and what's the first letter of your name [PII]?
[AGENT][NEUTRAL] Uh, it's [PII]
[CUSTOMER][NEUTRAL] OK, the first letter of your last name?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Alright, and then [PII], can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Mhm it's [PII].
[AGENT][NEUTRAL] OK, thank you. And then did you have that policy number?
[CUSTOMER][NEUTRAL] I do. It is 500 and then 8235648.
[AGENT][NEUTRAL] OK, um, that doesn't sound like that would be one of our policy numbers. No, I didn't get any results with that, [PII]. Um, do you maybe have their social? I could search for them that way.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, one moment please.
[AGENT][NEUTRAL] Uh, what was the name for the patient?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEGATIVE] OK, no, I did not get any results with that, uh, social either, so it doesn't look like they have a policy with us.
[CUSTOMER][NEUTRAL] OK, this is the number they give me to call online American Republic Insurance.
[AGENT][NEUTRAL] No, this is American Public Life.
[CUSTOMER][NEUTRAL] Oh, OK, wrong number then, yeah.
[AGENT][NEUTRAL] Yeah, we get that all the time. There's a lot that sounds so similar.
[CUSTOMER][POSITIVE] Yeah. Alrighty, thank you so much.
[AGENT][POSITIVE] Alright, you're welcome. Have a great day. Bye bye.
[CUSTOMER][NEUTRAL] Uh huh
[CUSTOMER][NEUTRAL] Uh, that's just