AccountId: 011433970860
ContactId: 9321fe7c-57b8-4e76-a617-2a8c09e6dd33
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 103209 ms
Total Talk Time (AGENT): 39174 ms
Total Talk Time (CUSTOMER): 39971 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/21/9321fe7c-57b8-4e76-a617-2a8c09e6dd33_20250521T13:27_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][POSITIVE] Yes, I need to get benefits on a mutual patient.
[AGENT][POSITIVE] Sure, I can assist you with benefits. May I have your name?
[CUSTOMER][NEUTRAL] Yes, my name is [PII].
[AGENT][NEUTRAL] Ms. [PII], may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes, callback number is gonna be [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] May I have the name of the facility you're calling from for my notes?
[CUSTOMER][NEUTRAL] Yes, it is going to be um Doctor [PII]'s office and it's O M S as in Sam, C as in cat.
[AGENT][NEUTRAL] Thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Yes, it's OMD.
[CUSTOMER][NEUTRAL] 774
[CUSTOMER][NEUTRAL] 064
[CUSTOMER][NEUTRAL] 111.
[AGENT][NEUTRAL] OK. Um, that is not our policy number. Do you see any other numbers? Uh do you have the card?
[CUSTOMER][NEUTRAL] I do not that um.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] It's American Public Insurance Company Medca for her dental?
[AGENT][NEUTRAL] No, we're, we are American Public Life.
[CUSTOMER][POSITIVE] Alrighty thank you so much.
[AGENT][NEUTRAL] You're welcome. Is there anything else I may help you with today, Ms. [PII]?
[CUSTOMER][NEUTRAL] No, ma'am.
[AGENT][POSITIVE] Yeah, thank you for calling APO. Have a good day, Ms. [PII].
[CUSTOMER][POSITIVE] Thank bye bye.
[AGENT][NEUTRAL] Yes