AccountId: 011433970860
ContactId: 929cd77f-8498-4c94-b221-3338a7e7a494
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 126680 ms
Total Talk Time (AGENT): 47160 ms
Total Talk Time (CUSTOMER): 53351 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/20/929cd77f-8498-4c94-b221-3338a7e7a494_20250520T16:42_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I?
[AGENT][NEUTRAL] Help you?
[CUSTOMER][NEUTRAL] Hi, yes, my name is [PII] with Montgomery Pulmonary Consultants. I was calling to verify eligibility and to find out if there's a specialist copay.
[AGENT][NEUTRAL] OK, I can help you with eligibility, Ms. [PII]. Can you please give me your callback number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] It's [PII] no no no [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thanks.
[AGENT][NEUTRAL] OK, thank you, Ms. [PII]. And then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] [PII] and you said date of birth and policy?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And policy 755.
[CUSTOMER][NEUTRAL] 56 B as in Bravo.
[CUSTOMER][NEUTRAL] F as in Frank, D as in Delta.
[AGENT][NEUTRAL] OK. Do you see another um policy number, that one that you gave me is not for American Public Life.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Or even her social I can pull it up that way.
[CUSTOMER][NEUTRAL] No, that's
[CUSTOMER][NEUTRAL] Um, OK, 423-358-266.
[AGENT][NEUTRAL] OK, let me look her up real quick.
[AGENT][NEUTRAL] OK. I am not pulling up a [PII]. No, ma'am.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][POSITIVE] OK, all right, thank you so much.
[AGENT][POSITIVE] You're very welcome. I hope you have a wonderful day and thank you for calling APL.
[CUSTOMER][NEUTRAL] You as well bye bye.
[AGENT][NEUTRAL] Bye bye.