AccountId: 011433970860
ContactId: aed44f23-68b4-433b-a5bd-98ca007ccac1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 204660 ms
Total Talk Time (AGENT): 57793 ms
Total Talk Time (CUSTOMER): 34798 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/24/aed44f23-68b4-433b-a5bd-98ca007ccac1_20250624T15:05_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from provider's office to check the member's eligibility and benefits. Could you please help me with that?
[AGENT][NEUTRAL] Sure, [PII], I can assist you with that. Can I have a callback number for you and that policy number?
[CUSTOMER][NEUTRAL] Mhm. The callback number is [PII].
[AGENT][NEUTRAL] You said [PII]. Could you give me that number again?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what's the policy number? Thank you.
[CUSTOMER][NEUTRAL] A as in Alpha 0000258.
[AGENT][NEUTRAL] I do apologize, that's not a policy number here at American Public Life.
[AGENT][NEUTRAL] Do you have the member's social or copy of the card to verify the correct policy number?
[CUSTOMER][NEUTRAL] Yes, same member ID I have.
[AGENT][NEUTRAL] That's not a policy number. Our policy numbers don't start with numbers, I mean with letters, they start with numbers.
[AGENT][NEUTRAL] Do you have the member's social?
[CUSTOMER][NEUTRAL] Just a moment, checking that.
[AGENT][POSITIVE] Sure, take your time.
[CUSTOMER][NEUTRAL] Could you please spell out your name?
[AGENT][NEUTRAL] [PII]. And do you have any information to provide to me to look up the member's policy?
[CUSTOMER][NEUTRAL] I think there.
[CUSTOMER][NEUTRAL] Can you please repeat it again?
[AGENT][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Could you repeat your question?
[CUSTOMER][NEUTRAL] Can you please repeat your name?
[CUSTOMER][NEUTRAL] Can you please repeat your name, ma'am?
[AGENT][NEUTRAL] Of course, [PII].
[CUSTOMER][NEUTRAL] Is that your last.
[AGENT][NEUTRAL] [PII], and do you have any information to provide to me to look up the member's policy [PII] that you're calling about today?