AccountId: 011433970860
ContactId: cfd38848-95b1-4432-a05a-776575cd2719
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 118379 ms
Total Talk Time (AGENT): 41240 ms
Total Talk Time (CUSTOMER): 51678 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/25/cfd38848-95b1-4432-a05a-776575cd2719_20250625T16:08_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hello, [PII]. How are you?
[AGENT][POSITIVE] I'm doing good. How are you?
[CUSTOMER][NEUTRAL] I'm good. My name is [PII]. I'm calling from provider office and looking for eligibility and benefit for Mental Health telehealth.
[AGENT][NEUTRAL] OK, do you have a phone number I can get in case we get disconnected I can call you back?
[CUSTOMER][NEUTRAL] Yes, it's [PII] and it's a direct line.
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, the policy number would be
[CUSTOMER][NEUTRAL] A F L M
[CUSTOMER][NEUTRAL] F E A
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] That's not one of our policy numbers. Do you have the Social Security number?
[CUSTOMER][NEUTRAL] Uh, no, I don't have a security number. Uh, the patient, uh, gave me the insurance card, and this is from American Financial Security Life Insurance Co.
[AGENT][NEUTRAL] That's not us. We are [PII] no, we are American Public Life Insurance.
[CUSTOMER][NEUTRAL] Is this your number?
[CUSTOMER][POSITIVE] Oh, I'm sorry to disturb you.
[AGENT][NEUTRAL] If, if you give me the name, I can look and see if it's in our system, but yeah, that wouldn't be our policy number or the name of our insurance company.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you, [PII], for your assistance.
[AGENT][NEUTRAL] Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] I'm sorry, once again.
[CUSTOMER][POSITIVE] No, thank you very much.
[AGENT][POSITIVE] Thank you, [PII], for calling APL. You have a good day.
[CUSTOMER][NEUTRAL] OK. Same to you. Bye-bye.
[AGENT][POSITIVE] Hm. Thank you. Bye-bye.