AccountId: 011433970860
ContactId: a76689fe-98d2-4e37-ba21-95be4b815046
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 142000 ms
Total Talk Time (AGENT): 62271 ms
Total Talk Time (CUSTOMER): 51929 ms
Interruptions: 1
Overall Sentiment: AGENT=2.7, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/06/a76689fe-98d2-4e37-ba21-95be4b815046_20250106T14:20_UTC.wav
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[AGENT][POSITIVE] Morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, I'm just calling to um verify benefits for a patient.
[AGENT][POSITIVE] It would be my pleasure to assist you. May I ask your name?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And what is the callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Hi [PII], what is the policy number for the patient?
[CUSTOMER][NEUTRAL] It is.
[CUSTOMER][NEUTRAL] Um, D 445-04556.
[AGENT][NEUTRAL] That is not our policy number. Ours is all numerical. Do you happen to have an all numerical policy number for the patient?
[CUSTOMER][NEUTRAL] Um, no, not that I'm seeing. This is American Public Life.
[AGENT][NEUTRAL] It is. Do they have the APL ID card?
[CUSTOMER][NEUTRAL] Uh, they don't have the card on file. They just gave me the information, um.
[AGENT][NEUTRAL] OK, let's let's do a name search. What is the last name of the patient?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And the first name
[CUSTOMER][NEUTRAL] Um, well, [PII], it's [PII]
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] And then [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][POSITIVE] Wow.
[CUSTOMER][NEUTRAL] [PII] Yeah.
[AGENT][POSITIVE] OK. Thank you.
[AGENT][NEUTRAL] Do you happen to have his social, not pulling him up by name.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Um, no, just date of birth.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so that is a 90 degree benefit policy number, and I would be happy to transfer you to them if you would like.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, it's OK. I have their website so I can go ahead and try to find it on there.
[AGENT][POSITIVE] Alright, you know, it's been a pleasure to assist you. I'm so sorry I wasn't able to locate the patient for you, but I hope you have a wonderful day and thank you for calling APL.
[CUSTOMER][POSITIVE] Thank you you as well.
[AGENT][POSITIVE] Thank you.
[AGENT][POSITIVE] Alright have a wonderful day.
[CUSTOMER][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] You as well bye bye.