AccountId: 011433970860
ContactId: d3bd8d96-fb42-4130-9f81-e35494cb07a4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 120120 ms
Total Talk Time (AGENT): 33612 ms
Total Talk Time (CUSTOMER): 42412 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/28/d3bd8d96-fb42-4130-9f81-e35494cb07a4_20250228T18:15_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. Last name is [PII], and I'm looking for current status.
[AGENT][NEUTRAL] OK, I can verify claim status for you and you say your name is [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, what's the policy number, please?
[CUSTOMER][NEUTRAL] Yes, it's uh it's D as in David, 476-91885.
[AGENT][NEUTRAL] It's not one of our policy numbers. Do you have the patient's name, date of birth?
[CUSTOMER][NEUTRAL] Patient last name is [PII] And the first name is [PII]
[AGENT][NEUTRAL] OK, date of birth.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] I do not show that patient in our system. Do you have a copy of their card in front of you?
[CUSTOMER][NEUTRAL] Is the benefit in a card BIC?
[AGENT][NEUTRAL] No, this is APL, American Public Life.
[CUSTOMER][NEUTRAL] Do you have a number for benefit in a card?
[AGENT][NEUTRAL] Um, 800833-4296.
[CUSTOMER][NEUTRAL] Because I'm there and I'm trying to come.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL. Bye.
[CUSTOMER][NEUTRAL] No.