AccountId: 011433970860
ContactId: ccde493a-1641-47d6-bfc9-6630d8ca3d7f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 100319 ms
Total Talk Time (AGENT): 39189 ms
Total Talk Time (CUSTOMER): 40821 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/20/ccde493a-1641-47d6-bfc9-6630d8ca3d7f_20250220T21:18_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 Miss. [PII], my name is [PII], and I'm calling from Baylor College of Medicine. I need to, um, confirm eligibility on a patient, please.
[AGENT][POSITIVE] OK, well, I'll be more than happy to help you with the eligibility, and [PII], may I have a good contact number in case we're disconnected and then the policy number?
[CUSTOMER][NEUTRAL] [PII], no extension and the policy number is 0, it's 12345 [PII].
[AGENT][NEUTRAL] Hold on one moment.
[AGENT][NEUTRAL] Yeah, that's not an APO policy number. Um, do you have the member's ID card available?
[CUSTOMER][NEUTRAL] Uh, let me see.
[AGENT][NEUTRAL] Let me try without the zeros.
[AGENT][NEGATIVE] Yeah, no, it's still nothing.
[AGENT][NEUTRAL] Um, I can look up
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yeah, go ahead.
[AGENT][NEUTRAL] Um, I can look the policy up with the social, the full social, or if you have a copy of the ID card, um, we're looking for the policy certification number.
[CUSTOMER][NEUTRAL] American, uh, policy certification number.
[CUSTOMER][NEUTRAL] Um, I have the ID card. This is American Republic Insurance Company, correct?
[AGENT][NEUTRAL] No, no, this is American Public Life.
[CUSTOMER][POSITIVE] Oh, OK, never mind, thank you so very much. I appreciate your help.
[AGENT][POSITIVE] Well, you're welcome, [PII]. Well, thank you for calling APL. I hope you have a good day.
[CUSTOMER][NEUTRAL] You too. Goodbye.
[AGENT][POSITIVE] Thank you. Bye-bye.