AccountId: 011433970860
ContactId: d266e16c-18f7-41f5-b981-6fec235b828d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 90000 ms
Total Talk Time (AGENT): 25020 ms
Total Talk Time (CUSTOMER): 44994 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/02/d266e16c-18f7-41f5-b981-6fec235b828d_20250502T15:52_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling on behalf of the provider's billing office. Um, this is in regards with patients eligibility. Can you help me with that?
[AGENT][NEUTRAL] OK. And you said your name is [PII]?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] OK, and may I please have a callback number and then the policy number?
[CUSTOMER][NEUTRAL] Are you sure, uh, my best callback number here is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] The policy number please.
[CUSTOMER][NEUTRAL] Uh, the policy number that I have here is 000008018109.
[AGENT][NEUTRAL] OK, that's not one of our policy numbers.
[CUSTOMER][NEUTRAL] Uh, this is for American Republic Insurance, is that correct?
[AGENT][NEUTRAL] This is American public life.
[CUSTOMER][NEUTRAL] Oh, I'm sorry, ma'am. um, oh, OK.
[CUSTOMER][POSITIVE] I see, thank you for assistance, ma'am.
[AGENT][POSITIVE] You're welcome. Thank you so much for calling American Public Life. Have a great day. Bye bye.
[CUSTOMER][NEGATIVE] I think I dialed the wrong number mhm.
[CUSTOMER][NEUTRAL] Bye.