AccountId: 011433970860
ContactId: bc8dc988-555f-462b-bdf0-288f14879562
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 126129 ms
Total Talk Time (AGENT): 52357 ms
Total Talk Time (CUSTOMER): 46400 ms
Interruptions: 1
Overall Sentiment: AGENT=0.7, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/22/bc8dc988-555f-462b-bdf0-288f14879562_20250122T14:49_UTC.wav
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[AGENT][POSITIVE] Thank you for calling American Public Life. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I'm trying to um verify this patient.
[AGENT][NEUTRAL] OK, I can help you with that. May I have your name and a callback number?
[CUSTOMER][NEUTRAL] Uh [PII] [PII].
[AGENT][NEUTRAL] Thank you. And [PII], what is the policy number you're calling on?
[CUSTOMER][NEGATIVE] Um, I hope this is right, but I'm not positive.
[CUSTOMER][NEUTRAL] Um, CHE 200. OK, can you look up by his name, social?
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] No, yeah, let me go to a different screen and see and what is his social?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And his name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, he's not coming up in our system. Let me go, let me try one more thing by his name. Uh, what is the last name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And you said [PII] is his first name?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK, I'm not pulling a later at all in our system.
[CUSTOMER][NEUTRAL] I don't know.
[CUSTOMER][NEUTRAL] Is this, can you, is this one of your reference numbers?
[CUSTOMER][NEUTRAL] Um, hang on a second, sorry.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, 456.
[AGENT][NEUTRAL] No, our references are just, uh, whoever you spoke with, their name and the date that you spoke with them.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] That's how we reference our calls.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][POSITIVE] All right then well thank you.
[AGENT][POSITIVE] You're welcome, [PII]. Have a wonderful day. Thank you for calling APO. Bye bye.
[CUSTOMER][NEUTRAL] You too bye bye.