AccountId: 011433970860
ContactId: 943451b5-4cfb-413e-9e9b-c1ee904e3680
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 134690 ms
Total Talk Time (AGENT): 26257 ms
Total Talk Time (CUSTOMER): 44565 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/08/943451b5-4cfb-413e-9e9b-c1ee904e3680_20250408T14:18_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Um, yes, my name's [PII] and I'm calling to verify coverage on a patient for their, uh, supplement.
[AGENT][NEUTRAL] OK, I can help you with benefits, [PII]. Do you have a good callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] You have the policy number of the patient?
[CUSTOMER][NEUTRAL] I don't, but I have her social security number.
[AGENT][NEUTRAL] OK, what's that?
[AGENT][NEUTRAL] I can look up the social you have that?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] It.
[AGENT][NEUTRAL] I'm not pulling anything up with that social, um, what is the name?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Date of birth [PII].
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Yeah, I don't have a patient with that name in our system.
[CUSTOMER][NEUTRAL] OK, OK, that's OK, it might.
[AGENT][NEUTRAL] Do you have a group number?
[CUSTOMER][NEUTRAL] I don't, I, Medicare is just saying that she has American Republic as a secondary, so.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] But it might be different now.
[AGENT][NEUTRAL] OK, yeah, I'm not pulling her up so.
[CUSTOMER][POSITIVE] Thank you
[CUSTOMER][POSITIVE] That's OK, thank you so much.
[AGENT][POSITIVE] Thank you for calling APL have a good day.
[CUSTOMER][NEUTRAL] Uh huh bye bye.