AccountId: 011433970860
ContactId: b0be00c8-8107-4f27-a616-005c1806e264
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 86319 ms
Total Talk Time (AGENT): 37669 ms
Total Talk Time (CUSTOMER): 46477 ms
Interruptions: 2
Overall Sentiment: AGENT=3.5, CUSTOMER=2.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2024/12/31/b0be00c8-8107-4f27-a616-005c1806e264_20241231T22:22_UTC.wav
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[AGENT][POSITIVE] Good afternoon thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, Ms. [PII]. This is [PII] calling from Badist Outpatient. I'm calling in reference to a mutual patient. I'm trying to check outpatient benefit for [PII] on their patient policy.
[AGENT][POSITIVE] It would be my pleasure to assist you with those benefits, [PII]. What is a good callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you, [PII], and the policy number for the patient, please.
[CUSTOMER][NEUTRAL] Yes, it's 1169936.
[AGENT][NEUTRAL] And what is the patient's name and date of birth, please, ma'am?
[CUSTOMER][NEUTRAL] [PII]'s date of birth is [PII].
[AGENT][NEUTRAL] And did you say policy number 1169936?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, that is not pulling up her policy. What was the last name again?
[CUSTOMER][NEUTRAL] Mm, no, by the num.
[CUSTOMER][NEUTRAL] You know what, I think they placed the wrong phone number because this is a prosperity life group and this is for life, right?
[AGENT][NEUTRAL] It's American Public Life, yes, [PII].
[CUSTOMER][POSITIVE] Yeah, that, that's, that's how I noted by the policy number. I'm so sorry. No, no worries.
[AGENT][POSITIVE] That's quite all right, but I hope you have a very happy New [PII].
[CUSTOMER][POSITIVE] Same to you, miss. Have a beautiful New [PII]. Many blessings.
[AGENT][POSITIVE] Thank you, [PII]. You too. Thank you. Bye-bye.
[CUSTOMER][POSITIVE] You have a good one. Bye.