AccountId: 011433970860
ContactId: 9f26af57-9dc0-473b-bfb7-6822696fdea3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 141330 ms
Total Talk Time (AGENT): 49299 ms
Total Talk Time (CUSTOMER): 60085 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/29/9f26af57-9dc0-473b-bfb7-6822696fdea3_20250429T20:07_UTC.wav
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[CUSTOMER][NEUTRAL] Hello.
[AGENT][POSITIVE] Thanks for calling APL. This is. How may I assist you?
[CUSTOMER][NEUTRAL] Hello, um.
[CUSTOMER][NEUTRAL] Hello. Good afternoon, ma'am. My name is [PII]. Initial to my last name is [PII] calling from provider office looking for eligibility and benefits for our patient service.
[AGENT][NEUTRAL] Sure, I can assist you with that. Can I have the spelling of your name, the first name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you, Siri. Can I have a callback number for you and that policy number, and I'll be able to assist you.
[CUSTOMER][NEUTRAL] Sure. [PII]. And my extension is [PII]. And the policy number is?
[CUSTOMER][NEUTRAL] A as in Alpha. F as in Foxtrot. L as in Lima. M as in Mike. A as in Alpha. D as in Delta. 16585134.
[AGENT][NEUTRAL] Thank you, but I do apolo apologize, sir. That's not a policy here at American Public Life. Do you have that member's social or a copy of the card to verify the policy number or if you're calling the correct insurance company.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Uh yes, I have the member policy card.
[AGENT][NEUTRAL] So do it says American Public Life, Metlink Gap Insurance?
[CUSTOMER][NEUTRAL] It's showing American Financial Security Life Insurance Company.
[AGENT][NEUTRAL] This is not the company, this is American Public Life.
[CUSTOMER][NEUTRAL] OK. OK, ma'am.
[AGENT][NEUTRAL] Well, do you have the social so I can see if the member does have a policy with us, but that's not the policy number.
[CUSTOMER][POSITIVE] Thank you, ma'am for the information.
[CUSTOMER][NEGATIVE] Uh, no.
[CUSTOMER][NEUTRAL] No, ma'am.
[AGENT][NEUTRAL] Alright, is there anything else that I can assist you with today?
[CUSTOMER][NEUTRAL] No, no. Thank you, ma'am. Thank you. May I know your name, ma'am?
[AGENT][NEUTRAL] My name is [PII], and today's date is the reference.
[CUSTOMER][POSITIVE] OK. Thank you, ma'am. Thank you for the information. Have a nice day.
[AGENT][POSITIVE] Thanks for calling APA. You have a great one as well. Goodbye.