AccountId: 011433970860
ContactId: 9cb651f6-c09b-4f91-b0ef-69df52ab62f4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 50000 ms
Total Talk Time (AGENT): 11930 ms
Total Talk Time (CUSTOMER): 28199 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/07/9cb651f6-c09b-4f91-b0ef-69df52ab62f4_20250507T19:12_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII] and I'm calling from a Pomeranian Hospital and I want to check for the eligibility.
[AGENT][NEUTRAL] Hey [PII], I can help you with eligibility. Do you have a good callback number?
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And uh [PII], one more thing actually, uh, like the card that I have like for patient in the top it says American Financial Security Life Insurance Co. So is it the right number?
[AGENT][NEUTRAL] Um, we're American Public Life.
[AGENT][NEUTRAL] You're not American financial, yes.
[CUSTOMER][NEUTRAL] So this is a different one, right?
[CUSTOMER][POSITIVE] OK. All right. Thank you for talking. Have a great day. Bye.
[AGENT][POSITIVE] Thank you. Bye-bye.