AccountId: 011433970860
ContactId: a7b36317-55c1-4e01-96a6-03c28f2fdc43
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 87339 ms
Total Talk Time (AGENT): 27973 ms
Total Talk Time (CUSTOMER): 41819 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/06/a7b36317-55c1-4e01-96a6-03c28f2fdc43_20250606T16:39_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, [PII], I'm calling for a medical eligibility.
[AGENT][NEUTRAL] OK, I can verify eligibility for you. And your name is?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and Miss [PII], what is that policy number, please?
[CUSTOMER][NEUTRAL] The policy number that I have is AFL.
[CUSTOMER][NEUTRAL] M F E A
[CUSTOMER][NEUTRAL] 64, I'm sorry, it's 684347-501.
[AGENT][NEUTRAL] Uh, it's not one of our policy numbers. Do you have a copy of the patient's card from APL?
[CUSTOMER][NEUTRAL] No, I don't. I do have a SS number if you're able to check by that number.
[AGENT][NEUTRAL] Social
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] What's the social?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Uh, no, ma'am. I don't show that in our system.
[CUSTOMER][POSITIVE] You don't. OK. Thank you for checking on that. I appreciate your help. OK. Have a great day.
[AGENT][NEUTRAL] No, ma'am.
[AGENT][POSITIVE] All right, you're welcome. You too, Ms. [PII]. Thanks for calling APL. Bye.
[CUSTOMER][NEUTRAL] Bye bye.
[CUSTOMER][POSITIVE] Thank you, bye bye.