AccountId: 011433970860
ContactId: d414eb1c-0dc5-4841-b309-b1850a7906bc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 59400 ms
Total Talk Time (AGENT): 23965 ms
Total Talk Time (CUSTOMER): 28069 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/20/d414eb1c-0dc5-4841-b309-b1850a7906bc_20250520T17:27_UTC.wav
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[AGENT][NEUTRAL] Good afternoon thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII] excuse me, my name's [PII]. I'm calling from Hearstone the cottages, and um I need to check eligibility for a Medicare supplement.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK take care you're needing to check eligibility for a member, is that correct?
[CUSTOMER][POSITIVE] Correct.
[AGENT][POSITIVE] Yes ma'am, I can help you with that, and [PII], what is your callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and then what is the member's policy number please?
[CUSTOMER][NEUTRAL] Sure, it's 000 C as in cat, 10011484.
[AGENT][NEUTRAL] OK, now, [PII], thank you, but I don't know what that number is. That is not an American public life policy number.
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][POSITIVE] Well, you're welcome