AccountId: 011433970860
ContactId: b575f188-fab8-4f66-a766-601534980e01
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 112540 ms
Total Talk Time (AGENT): 44408 ms
Total Talk Time (CUSTOMER): 43786 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/07/b575f188-fab8-4f66-a766-601534980e01_20250507T14:45_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII]. My name is [PII] and I'm calling from a provider's office. I'm trying to see if our patient is still active and eligible.
[AGENT][NEUTRAL] OK, yeah, I can check that eligibility for you. Uh, Des, can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] Thank you and then uh do you have that policy number?
[CUSTOMER][NEUTRAL] I do, it's S as in Sierra, E as in Echo 00206695.
[AGENT][NEUTRAL] OK, one moment please.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, uh, so that is not going to be one of our policy numbers, [PII], uh, do you maybe have their social? I could search for them that way.
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] Thank you and what was the uh name for this number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEGATIVE] All right, I did not get a result with that social [PII]. It does not appear that this number is in our system.
[CUSTOMER][NEUTRAL] OK, because this is so they have insurance with American Life Insurance Group.
[AGENT][NEUTRAL] OK, this is American Public Life. We do get that mixed up quite a bit.
[CUSTOMER][NEUTRAL] OK, do you have their phone number potentially?
[AGENT][NEUTRAL] I do not. I'm sorry we're not affiliated with them.
[CUSTOMER][POSITIVE] OK, yes ma'am, thank you so much I appreciate it.
[AGENT][POSITIVE] All right, sorry about that. Of course, have a great rest of your day.
[CUSTOMER][POSITIVE] No worries. You too.
[AGENT][POSITIVE] Thank you