AccountId: 011433970860
ContactId: c6374c95-d7bf-4375-baca-c2fd32c4e4a2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 218389 ms
Total Talk Time (AGENT): 61026 ms
Total Talk Time (CUSTOMER): 97681 ms
Interruptions: 2
Overall Sentiment: AGENT=0.2, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/12/c6374c95-d7bf-4375-baca-c2fd32c4e4a2_20250512T19:01_UTC.wav
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[AGENT][NEUTRAL] Afternoon. Thank you for calling APL. This is speaking. May I help you?
[CUSTOMER][NEUTRAL] Yes, hello. Uh, I'm calling from the financial department of Monsana Medical Center. I'm trying to check on benefits for patients.
[AGENT][NEUTRAL] OK, I can verify benefits for you. And your name is?
[CUSTOMER][NEUTRAL] [PII]?
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And spell your name, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And what is that policy number, please?
[CUSTOMER][NEUTRAL] Yeah, um, I have two different patients, but the first patient is uh 008097316.
[AGENT][NEUTRAL] Uh, it's not one of our policy numbers. What's the patient's name, date of birth?
[CUSTOMER][NEUTRAL] Uh [PII].
[AGENT][NEUTRAL] Spell that last name for me, please.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. And the date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. And Mrs. [PII], do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you, one moment.
[CUSTOMER][NEUTRAL] See.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEGATIVE] Uh no.
[AGENT][NEUTRAL] OK. I do not show that patient in our system. Uh, what's the other policy number?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Check this one. It's
[CUSTOMER][NEUTRAL] A policy number that you know, it's 00769.
[CUSTOMER][NEUTRAL] 1463.
[AGENT][NEUTRAL] It's not one of our policy numbers. What is the patient's name, date of birth?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Hold on.
[CUSTOMER][NEUTRAL] Uh, patient's name, [PII].
[AGENT][NEUTRAL] Uh, spell that last name.
[CUSTOMER][NEUTRAL] Date of birth?
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] OK. And the date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] I don't show that person in our system as well.
[AGENT][NEUTRAL] Are you trying to reach for American Public Life for a different company since I can't find these two people in our system?
[CUSTOMER][NEUTRAL] Mm, uh, hold on. It's American.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] United American Insurance Company, that's not a public life.
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] It's United American Insurance Company.
[AGENT][NEUTRAL] Yes, ma'am. That's not our company.
[CUSTOMER][POSITIVE] All right, I'm sorry about that. Thank you so much for your time.
[AGENT][NEUTRAL] Oh, you're fine.
[AGENT][POSITIVE] Oh, you're welcome, Ms. [PII]. Thanks for calling APL. Have a great day.
[CUSTOMER][NEGATIVE] That's not that's not OK.
[CUSTOMER][NEUTRAL] Thank you. You don't have the phone number in.
[AGENT][NEUTRAL] Mhm.