AccountId: 011433970860
ContactId: cf7df3fe-ca19-4958-aea2-ffe004568767
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 269899 ms
Total Talk Time (AGENT): 76977 ms
Total Talk Time (CUSTOMER): 59479 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/31/cf7df3fe-ca19-4958-aea2-ffe004568767_20250331T14:47_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APM. My name is [PII].
[CUSTOMER][NEUTRAL] Hi, [PII].
[AGENT][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hi, can you hear me?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yeah, I just wanted to check if um a patient's active.
[AGENT][NEUTRAL] OK, and may I have your name? I'm sorry.
[CUSTOMER][NEUTRAL] Yeah [PII].
[AGENT][NEUTRAL] OK, [PII], thank you. And what is your callback number, please?
[CUSTOMER][NEUTRAL] That's
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And what is the policy number, please?
[CUSTOMER][NEUTRAL] 0014448198.
[AGENT][POSITIVE] Thank you very much.
[AGENT][NEUTRAL] Do you know if that is a social perhaps that's not one of our policy numbers actually that's just only for social.
[AGENT][NEUTRAL] Um, one moment, please.
[CUSTOMER][NEUTRAL] I have the social if you.
[AGENT][NEUTRAL] What is it social?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you, [PII], one moment.
[AGENT][NEUTRAL] OK, um, what is the member's last name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and can you spell that for me because the social is not in our system. Thank you.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you and the first name please.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Alright, thank you very much one moment.
[AGENT][NEUTRAL] OK, I do not show that member in our system, [PII].
[CUSTOMER][NEUTRAL] Um, I, I just got the breakdown not so long ago this month for him.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Do you have that policy number because the one that you provided me, the 0014448198 is not a policy number of ours.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Do you know if he goes by junior or?
[CUSTOMER][NEUTRAL] I like
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Give me 1 2nd.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Because in the card it says um plan number as well.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mm, OK, plan number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's uh 52.
[CUSTOMER][NEUTRAL] And then C as in zebra 5220.
[CUSTOMER][NEUTRAL] 740.
[AGENT][NEUTRAL] OK, um, anything else on there? Does it say, um.
[AGENT][NEUTRAL] That's again not one of our.
[AGENT][NEUTRAL] Identifying numbers.
[AGENT][NEUTRAL] Are you sure it is American Public Life?
[CUSTOMER][NEUTRAL] It's Carrington.
[AGENT][NEUTRAL] OK, um, this is American Public Life, but um, do you have a group number for the member maybe?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][POSITIVE] Or I'll just call later thank you.
[AGENT][NEUTRAL] OK, thank you for calling APL