AccountId: 011433970860
ContactId: aba2044f-24e5-481c-b188-5f99810095d9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 92629 ms
Total Talk Time (AGENT): 37560 ms
Total Talk Time (CUSTOMER): 53846 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/27/aba2044f-24e5-481c-b188-5f99810095d9_20250127T15:41_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Because my mom didn't hear her.
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII] and I'm a provider and I was calling to see if our patient would have any kind of hearing benefits.
[AGENT][POSITIVE] Well, [PII], it would be my pleasure to assist you with benefits this morning. What is a good callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And what is the policy number for the patient?
[CUSTOMER][NEUTRAL] I have it looks like 500 and then 2687491.
[AGENT][NEUTRAL] You said 500?
[CUSTOMER][NEUTRAL] I believe so, yeah.
[AGENT][NEUTRAL] Let me see if I can get that
[CUSTOMER][NEUTRAL] I think it's a plan F.
[AGENT][NEUTRAL] Almost sounds like American Republic.
[CUSTOMER][NEUTRAL] It is, did I call the wrong?
[AGENT][NEUTRAL] this is
[AGENT][NEUTRAL] Yeah, we're American public.
[CUSTOMER][POSITIVE] OK, I'm so sorry.
[AGENT][NEUTRAL] I'm sorry, I couldn't help you.
[CUSTOMER][NEUTRAL] Now that I look down.
[CUSTOMER][NEUTRAL] Yeah, I typed. I did type down the American public, but then I looked down in my writing says republic.
[AGENT][NEUTRAL] I understand.
[CUSTOMER][POSITIVE] So, well done.
[AGENT][POSITIVE] I know. I'm so sorry. I couldn't help it, but hopefully they'll be able to help you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] No problem. Sorry, sorry to bother you. You have a great day.
[AGENT][POSITIVE] You didn't bother me at all. You too, and thank you for calling [PII]. Take care. Bye-bye.
[CUSTOMER][POSITIVE] OK, thanks.