AccountId: 011433970860
ContactId: 93ec0eb3-a626-4213-9b9e-55e270be70b5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 139270 ms
Total Talk Time (AGENT): 38972 ms
Total Talk Time (CUSTOMER): 44045 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/14/93ec0eb3-a626-4213-9b9e-55e270be70b5_20250314T20:27_UTC.wav
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[CUSTOMER][NEUTRAL] One
[AGENT][POSITIVE] Thank you for calling APL this is [PII] how may I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] with Mosaic Life Care.
[CUSTOMER][NEUTRAL] I just need to verify a patient's eligibility.
[AGENT][NEUTRAL] OK, Ms. [PII], I can help you with eligibility. Can I please get your call back number just in case the call is disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, ma'am. And then what's the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Policy number 00000.
[CUSTOMER][NEUTRAL] 826-0317
[AGENT][NEUTRAL] OK, let me look that up.
[AGENT][NEGATIVE] Oh, that one's not pulling up for me, um.
[AGENT][NEUTRAL] Do you have her social security number and see if I could pull her policy in that way?
[CUSTOMER][NEUTRAL] OK, give me just a second, let me see if I have that.
[CUSTOMER][NEUTRAL] Mhm, OK, [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, let me see.
[AGENT][NEUTRAL] Yeah she's not pulling up in our computer system.
[AGENT][NEUTRAL] Um, if
[CUSTOMER][NEUTRAL] Is this American Republic?
[AGENT][NEUTRAL] Especially like the.
[AGENT][NEUTRAL] No, this is American Public Life.
[CUSTOMER][POSITIVE] OK, I'm sorry.