AccountId: 011433970860
ContactId: bb34729f-a20b-455a-b5ce-b4ea2a201d1f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 165979 ms
Total Talk Time (AGENT): 49621 ms
Total Talk Time (CUSTOMER): 68803 ms
Interruptions: 1
Overall Sentiment: AGENT=1.6, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/23/bb34729f-a20b-455a-b5ce-b4ea2a201d1f_20250623T15:54_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes hi I'm calling to check eligibility on one of my patients please.
[AGENT][POSITIVE] All right. Happy to check your eligibility. Can I get the policy number?
[CUSTOMER][NEUTRAL] Yes, I just have to get back into that record. I was doing other work while I was on hold, so if you could just bear with me, thank you so much.
[AGENT][POSITIVE] No worries.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Policy number is [PII].
[AGENT][NEUTRAL] All right, that's long to be one of our policy numbers. Do you have their name or social?
[CUSTOMER][NEUTRAL] Um, I have, OK, let me get over to their social.
[CUSTOMER][NEUTRAL] Just give me 1 2nd.
[CUSTOMER][NEUTRAL] OK, the social is [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And the name is the name is [PII].
[AGENT][NEUTRAL] OK, that's
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] And for documentation, can I just get your name and a callback number please?
[CUSTOMER][NEUTRAL] Yes, it's [PII], and the phone number is [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] And last name is [PII]. Correct, [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, that's not pulling up anybody.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Well, her card, her card, um.
[CUSTOMER][NEUTRAL] Says Philadelphia American Life Insurance Company.
[AGENT][NEUTRAL] OK, so we're American Public Life Insurance.
[AGENT][NEUTRAL] So, that sounds like a, yeah, it sounds like a different company.
[CUSTOMER][NEUTRAL] Oh maybe I wrong number.
[CUSTOMER][NEUTRAL] Well, this one is Philadelphia American Life.
[CUSTOMER][NEUTRAL] What did I dial 6.
[AGENT][NEUTRAL] Yeah, we're, that's not us, we're American public life.
[CUSTOMER][NEUTRAL] 8606.
[CUSTOMER][NEGATIVE] Oh shit, I called the wrong number?
[AGENT][NEUTRAL] I'm sorry.
[CUSTOMER][NEUTRAL] OK, all right, I'm sorry, OK, uh, [PII].
[AGENT][POSITIVE] That's all right.
[CUSTOMER][NEUTRAL] OK, I guess I have to call somebody else right I'm sorry.
[AGENT][POSITIVE] That's right. Have a good day. Uh bye-bye.
[CUSTOMER][POSITIVE] Thank you.