AccountId: 011433970860
ContactId: 9a09980f-3e92-4bd5-8225-2f907e1b942b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 79260 ms
Total Talk Time (AGENT): 32976 ms
Total Talk Time (CUSTOMER): 33794 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/30/9a09980f-3e92-4bd5-8225-2f907e1b942b_20250130T22:44_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][POSITIVE] Uh, hey, how are you doing today, by the way, [PII]?
[AGENT][POSITIVE] Doing well. How are you?
[CUSTOMER][POSITIVE] Yeah, I'm good. Thank you so much. And how about you?
[AGENT][POSITIVE] Yes, I'm doing well thank you. What can we do for you today?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yes, I want to check eligibility and benefits information.
[AGENT][NEUTRAL] Of course, yeah, I can check eligibility and benefits. Um, what's your name?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] My name is [PII] is my last initial. I'm calling from doctor's office.
[AGENT][NEUTRAL] OK, and then can I get a good call back number from you in case we're disconnected please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and then do you have the policy number?
[CUSTOMER][NEUTRAL] 008481457.
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] OK, so that is not gonna be one of our policy numbers and, uh, do you maybe have their social? I could search for them that way.
[CUSTOMER][NEUTRAL] Uh, this is not a United American Providers line.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Uh, this is American Public Life.
[CUSTOMER][NEUTRAL] Oh, I, I apologize you. I think it's the wrong line.
[AGENT][NEUTRAL] Oh, that's OK.
[AGENT][POSITIVE] All right well I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] Oh